CXC Customer Care Associate

The Customer Experience Center (CXC) Customer Care Associate will be at the forefront of the dealership's business development. The Associate will execute outbound efforts as outlined by the CXC Director to assist in creating a steady stream of quality traffic to the dealership. This is an hourly paid position with performance bonuses.

Duties and Responsibilities:

Execute Sales/CXC Process in accordance with dealership sales strategies.
Sell appointments for car and truck sales using e-mail and telephone skill sets.
Attend sales meetings weekly.
Attend all CXC required training and information seminars.
Attend training and complete testing requirements to become Audi Certified and maintain 100% course completion.
Use dealership CRM system at full capacity.
Ensure a consistent and timely rate of response to all customer and prospect inquiries and communications.
Utilize defined dealership e-mail templates for communications.
Utilize defined dealership telephone word tracks as guidelines for process and flow during customer phone, chat or text communications.
Execute dealership sales process in a consistent yet flexible manner that results in a customer experience designed to achieve the highest appointment ratios.
Register all sold customers in Audi customer follow up programs as required and designed in your CXC guidelines.
Reschedule no-show customer appointments.
Participate in on and off dealership events as a brand and dealership ambassador.
Present yourself in a professional, and well-spoken manner. And adhere to the dealership's grooming and uniform standards.

Measurement and Tracking:

Each day, the CXC Associate must complete and submit their daily check out report.
Enter all prospect communications notes, records and customer appointment data into dealership CRM tool.
Each CXC Associate must ensure that appointment information is provided to the appropriate staff member, as well as the dealership sales managers.
Continuously keep reports showing appointments scheduled, which customers showed up and which customers were sold from contacts worked.

Skills and
Experience:

Customer service experience, and strong customer service skills and acumen required.
Ability to speak professionally over the phone.
Ability to generate appointments is essential.
Excellent conversational skills and the ability to create rapport with customers and prospects over the phone, email, chat and text.
Ability to work with other professionals in a team and customer-first oriented environment.
Other experience in sales, marketing, automotive, client services, admin, or brand representation is favorable.

Requirements:
A minimum of a high school diploma and/or GED required.
Must pass a drug screening and background check.

Must possess a valid driver's license and be insurable.


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