Customer Experience Coordinator
As the initial point of contact for our guests when they call our stores, your role is crucial in providing a top-notch experience. You'll be in charge of scheduling service appointments to enhance retention in our service departments and addressing any other inquiries our guests may have. This position plays a vital role in driving traffic across all areas of our business. You'll need to excel in a structured, task-oriented environment, maintaining a positive, upbeat attitude while demonstrating exceptional organizational skills. Being goal-oriented and a team player is essential.
PRIMARY RESPONSIBILITIES
- Ensure and boost service retention and revenue.
- Field all incoming calls for all nine Kocourek locations and direct guests to the appropriate department promptly.
- Aid guests in scheduling routine services.
- Reach out via call, email, or text to guests who haven't visited for service since their purchase.
- Complete all assigned VIN service retention tasks by the end of each day.
- Send appointment reminders (via call, text, or email) to existing service guests.
- Monitor online chats and schedule service appointments based on guest requests.
- Amplify showroom traffic and support guests in connecting with the relevant sales team.
- Oversee online chats across all websites, ensuring timely follow-up with each guest.
- Manage Google My Business and website maintenance for the designated store.
- Monitor and respond to all GMB reviews.
- Address any social media reviews or comments.
- Regularly review the website for any discrepancies or inaccurate information.
SECONDARY RESPONSIBILITIES
- Assist in event planning and contribute ideas for marketing/social media content (including TikTok, Facebook, Instagram, etc.).
- Assist in capturing videos and photos to complement social media posts.
- Perform other administrative duties as assigned, such as filing, scanning, and shredding.
HOURS:Monday - Saturday, up to 40 hours per week. Shifts may range from 9:30-6 and 10:30-7, with evening and Saturday shifts on a rotational basis. Saturday hours conclude at 4 pm. Wage for this position ranges from $16.50-$17.50/hour.
ATTIRE:Business Casual
PHYSICAL DEMANDS:None
WORK ENVIRONMENT:Typical non-smoking office environment.
Kocourek Automotive is an equal opportunity employer and does not discriminate in hiring or employment based on race, color, religion, sex, national origin, age, disability, or any other basis prohibited by federal, state, or local law.
Skills Required
- Answer incoming calls and direct guests to appropriate departments
- Schedule and manage service appointments and complete VIN retention tasks daily
- Monitor and respond to online chats, Google My Business reviews, and social media comments
- Manage Google My Business and perform basic website maintenance
- Strong organizational skills, positive attitude, goal-oriented team player
- Ability to send appointment reminders via call, text, and email
- Availability for Monday–Saturday shifts, including evenings and rotational Saturdays
- Assist with event planning and capture photos/videos for social media
What We Do
Kocourek Automotive is a premier family of automotive dealerships serving all of Central Wisconsin. The company sells and leases new vehicles from numerous popular manufacturers and provides automotive service and collision repair. They represent several well-known brands and are dedicated to delivering an outstanding car-buying and service experience to their customers.
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