Admin, Customer Relations

Customer Relations Administrator

The Customer Relations Administrator serves as a front-line representative of Suzuki, supporting retail customers and dealers by responding to inquiries, documenting concerns, coordinating with internal teams, and helping drive timely, practical resolutions. This role requires strong communication, attention to detail, sound judgment, and a solutions-oriented approach.

Key Responsibilities:

• Serve as the primary point of contact for retail customers and dealers, responding to inquiries received by phone and email in a timely, professional, and courteous manner.
• Listen carefully to each concern, ask appropriate follow-up questions, gather relevant details, and ensure the issue is clearly understood before determining next steps.
• Provide accurate information, guidance, and assistance whenever possible while ensuring responses align with company policies, procedures, and customer service standards.
• Identify complex, sensitive, or unresolved matters and escalate them to the appropriate supervisor or internal department for further review and direction.
• Accurately document customer and dealer information, case details, communication history, follow-up actions, and resolution status in an organized and timely manner.
• Maintain complete and accessible records to support consistency, accountability, reporting accuracy, and effective resolution tracking.
• Collaborate with supervisors, service, sales, technical, warranty, and other internal teams to research concerns, verify information, and support practical solutions.
• Approach each interaction with patience, professionalism, and a solutions-focused mindset to help resolve issues, protect brand trust, and reinforce Suzuki’s commitment to customer satisfaction.

Required Qualifications:

• High school diploma or equivalent required.
• Strong grammar, punctuation, spelling, and proofreading skills for professional written communication.
• Solid understanding of customer service principles, business ethics, and best practices for handling customer concerns.
• Basic computer proficiency, including the ability to navigate multiple systems, type 30+ words per minute, and manage several open tabs or applications.
• Excellent verbal and written communication skills with the ability to communicate clearly, calmly, and professionally.
• High attention to detail with the ability to document information accurately and follow established processes.
• Ability to personalize interactions and adjust communication style to provide an exceptional customer experience.
• Self-motivated, confident, dependable, and solutions-oriented when handling customer or dealer concerns.
• Friendly, adaptable, and professional demeanor, including the ability to remain composed in challenging situations.
• Strong troubleshooting and problem-solving skills with a positive attitude under pressure.

Preferred Qualifications:

• Minimum of 1 year of experience in a customer service-related role.
• Minimum of 1 year of call center or high-volume customer contact experience preferred.
• Bilingual communication skills in English and Spanish preferred.