Client Relations Specialist

Key Responsibilities

• Guest Engagement.
• Act as the primary point of contact for guests, addressing inquiries, concerns, and feedback in a timely and professional manner.
• Foster strong relationships with guests, ensuring their needs are met throughout their interaction with the dealership.
• Manage the guest follow-up process, including post-service check-ins, service reminders, and satisfaction surveys.
• Handle guest complaints and disputes, working collaboratively with department managers to resolve issues to the customer’s satisfaction.
• Maintain guest satisfaction metrics and take proactive steps to improve scores and reduce negative feedback.
• Conduct regular reviews of guest feedback to identify trends and recommend changes to dealership policies and procedures.
• Collaborate with service and parts teams to ensure a seamless guest experience across both departments.
• Provide training and guidance to staff on best practices for guest interaction and relationship management.
• Communicate guest expectations and concerns to relevant departments to improve overall service quality.
• Regularly conduct training sessions for service advisors to enhance guest satisfaction and effectively promote upselling opportunities.
• Manage all internal service repair orders, ensuring timely and accurate processing.

Physical Demands

• The employee is regularly required to sit, stand, and walk.
• Frequently required to climb; and stoop, kneel, crouch or crawl.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• While performing the duties of this job, the employee is expected to represent the dealership during test drives with all customers.
• The normal day-to-day operations will be conducted in a professional dealership setting and will consist of test-driving routes with potential buyers.
• Traveling further distance may be asked when delivering a customer vehicle or other work-related circumstances.
• The noise level in the work environment is usually moderate.

Pre-Employment Screening

• Motor vehicle record, drug screen, and background checks required.