Call Center/Client Engagement Coordinator - Sunroad Auto Shared Services Inc

Client Engagement Coordinator - Sunroad Auto Shared Services Inc.

Job Summary:        

The Client Engagement Coordinator handles inbound service reservation calls, confirms service reservations, performs outbound follow-up calls as needed.  

Responsibilities:

• Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience resulting in a scheduled reservation with the service team.
• Master and follow all training materials including inbound service call guides and Strategic Responses (word tracks) in order to accurately answer all guest’s questions.
• Make outbound calls for due and overdue service clients, Special Order Parts (SOP) notifications and “we owes” scheduling calls.
• Keep current with service specials, all direct mail pieces, and recall notices from the manufacturer.
• Using the Blueprint KnowledgeDrive™ to search for answer(s) to guest’s questions prior to transferring the phone call to a Service Advisor. 
• Being punctual to work and when departing and returning from lunch and breaks, with a full adherence to set schedule.
• Following the “Call Center Representative Policies and Procedures” manual.
• Must complete the ServiceMastery™ certification training with a minimum score of 85%. Service Coordinators must attend 100% of the certification training, which is four consecutive days. 

Education and Experience:

• High school diploma or equivalent required

Required Skills/Abilities:

• Bilingual Spanish preferred, not required
• Experience using software to build and maintain complex forecasting models.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
  
  

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 

Our employees are offered competitive pay, medical, dental and vision plans, health savings accounts (HSA), flexible spending accounts (FSA), paid holidays and vacation, short and long-term disability, company sponsored life insurance, 401(k) retirement plan, vehicle purchase, service and parts discounts, employee assistance plans (EAP), Maderas Golf Club discounts, and more!  

We are an Equal Opportunity Employer (M/F/D/V) and maintain a drug free workplace. If you receive an offer of employment, it will be a conditional offer contingent on the successful completion of a pre-employment drug screen and background check.

Sunroad is an Equal Employment opportunity and Affirmative Action Employer. We are committed to providing equal opportunity in all of our employment practices, including selection,  race (including traits historically associated with race such as hair texture and protective hairstyles such as braids, locks, and twists); religion; religious creed; religious dress/grooming; color; age (40 and over); sex; sexual orientation; gender; gender identity (meaning a person’s identification as male, female, a gender different from the person’s sex at birth, or transgender); gender expression (including a person’s gender-related appearance or behavior, whether or not stereotypically associated with the person’s sex at birth); national origin; ancestry; citizenship status; uniform service member status; military or veteran status; marital status; pregnancy; childbirth; medical conditions related to pregnancy, childbirth, or breast feeding; medical condition (including cancer related or HIV/AIDS related); handicap; physical disability; mental disability; genetic characteristics; genetic information; or any other protected status in accordance with the requirements of all federal, state and local laws.  Our Equal Employment Opportunity Policy applies equally to interns and volunteers.