Customer Experience Coordinator - Jaguar Land Rover

Customer Experience Coordinator/ Service Assistant - ESSENTIAL DUTIES

Essential Duties include the following. Other duties may be assigned.

• Serves as JLR Carlsbad’s liaison to customers following the sale and/or service of the customer vehicle and reaches out to ensure client satisfaction.
• Refers to customer voice in SSO to review daily surveys sent to customers.
• Monitors department metrics for NPS, Service 6, and Sales 6.
• Pursues daily, weekly, and monthly customer survey volume return and objective score levels.
• Is first line of contact to discuss customer dissatisfaction issues and attempt to resolve amicably.
• Provide all customer feedback, positive and negative, to stake holders once clients have been contacted.
• Works with CRC for aftersales and service cases. Provides required documentation to all involved parties.
• Submits goodwill claims via CRM@RETAIL and warranty portal.
• Assists Service Advisors, and Managers with daily tasks as directed.
• Advises sales department managers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the sales department members or doing a visual inspection or road test.
• Confers with sales department managers about inspection results, recommend corrective procedures, and prepare work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Writes a brief description of the sales department manager’s concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the sales department managers.
• Handles sales department managers reconditioning related complaints.
• Test drives the vehicle with sales department managers or appointed staff as needed to confirm the problem or refer to test technician.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Manages due bill items for Sales Department.
• Answers service calls, discusses work in process, and sets service appointments.
• Provides encore deliveries.
• Sets up valet deliveries.
• Maintains proper organization and flow of repair orders, parts invoices, rental forms, and all other paperwork; Informs appropriate personnel of missing documents.
• When service advisors are occupied, receives cash, checks and credit card payments from customers; Records amount received. Makes change and issues receipts to customers.
• Works with department manager to keep abreast of important service information and processes.
• Maintains stores corporate MLPX standards for cut flowers, décor, and hospitality lounge.
• Maintains a professional appearance.
• Keeps work area neat and clean.