Customer Relations Representative

Position Overview

Findlay Mazda is seeking a Customer Relationship Representative to enhance customer satisfaction and improve customer service across the dealership, including both Sales and Service departments. This role involves personal engagement with customers, proactive issue resolution, and fostering a positive dealership culture.

Responsibilities

• Engage with customers throughout the dealership to ensure a welcoming and professional experience.
• Follow up with Sales and Service customers after their visit to ensure complete satisfaction.
• Proactively identify and address unhappy or frustrated customers, working with management to resolve concerns promptly.
• Monitor customer feedback, CSI results, surveys, and online reviews to identify trends and areas for improvement.
• Contact customers who provide negative or neutral feedback to better understand their experience and assist with resolution.
• Work with dealership leaders to improve the overall customer experience, providing regular feedback on customer concerns and training needs.
• Recognize positive customer experiences and employees who consistently deliver exceptional service.
• Maintain accurate records of customer contacts, concerns, resolutions, and follow-up activity.
• Assist with special customer events, dealership outreach, and customer retention initiatives.

Benefits

• Great working environment
• Paid Training
• Generous incentive and bonus programs
• Paid Vacations
• Medical, Dental, and Vision insurance
• 401K

Skills / Requirements

• Excellent communication and people skills
• Natural friendliness, professionalism, and approachability
• A strong passion for helping people and solving problems
• The ability to handle difficult conversations and frustrated customers calmly and professionally
• Strong organizational and multi-tasking skills
• Strong phone, email, and written communication skills
• Experience using CRM systems, email, customer survey platforms, and online review sites

Why Join Findlay Mazda?

We believe the customer experience is crucial to our success. We strive to create a dealership where customers want to return, employees are proud to work, and problems become opportunities to improve. This is a unique opportunity for someone who wants to make a real impact on the culture and customer experience of an entire dealership.