Assists in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted.
Ensures that new vehicles are properly prepped for delivery.
Assists in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule and proper use of the vehicle's features, particularly those related to safety. Explains the hours of operation and location of the service and parts departments.
Coordinates customer follow-up programs.
Works with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers.
Schedules and confirms service appointments for any new customers experiencing mechanical problems. Follows up with all parties after repair has been completed.
Prepares monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys.
Discusses dealership customer satisfaction standings with the general manager and department managers, monitoring significant changes and determining possible contributing factors.
Maintains a case history file of all customer complaints and problems, documented with customer's name, type of vehicle, date of contact, nature of problem, personnel involved and detailed description of resolution.
Reviews all post-sale service cases with the service manager once a month.
Maintains a file of the dealership's customer satisfaction achievements.
Assists service customers during the morning service rush, when possible.
