Customer Satisfaction Index (CSI) Coordinator

About the role

The CSI Coordinator position responds to customer inquiries and resolves customer concerns promptly. The CSI Coordinator is responsible for engaging customers throughout the sales and service experience to develop and maintain customer loyalty.

Responsibilities

• Monitor the customer experience.
• Facilitate the CSI process and communicate results to management and employees.
• Initiate and respond to all customer communications in a positive and resourceful manner; log all customer comments into Dealership Management System.
• Schedule follow-up contact if no appointment is made in Dealership Management System.
• Confirm scheduled appointments with future customers.
• Handle all customer grievances to the satisfaction of each client as well as the Dealership.
• Engage the appropriate resources for customer concerns including department managers and/or the General Manager.
• Assist with the planning of all customer appreciation events.
• Post scheduled appointments with designated managers; reschedule 'no-shows'.
• Follow-up with sales or service department to determine if the appointment was kept and any needed follow-up.
• Maintain and update customer changes in database.
• Contact current customer base on current marketing incentives.
• Respond to customer website requests (internet inquiries).
• Contact internet clients via e-mail and phone to schedule a sales or service appointment.
• Interact with customers waiting for their vehicles in the customer lounge.
• Forward any customer concerns to the correct department Manager and follow-up.
• Maintain CSI at or above Company standard.
• Adhere to consistent and reliable work schedule.
• Demonstrate ethical business practices and integrity in all interactions to uphold the Mac Haik Automotive group brand.
• Effectively perform duties and responsibilities in a safe manner.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required
• Prior customer service experience
• Valid Driver's License and acceptable driving record
• Successful completion of pre-employment screening
• Authorization to work in the USA

Skills

• Great customer skills
• Dependable
• Can smile on the phone

Benefits

• Medical, dental, and vision insurance plans
• 401(k) Retirement Plans with Company Match
• Opportunities for advancement
• Great culture
• 5 day work week