• Customer Engagement Center (CEC) Coordinator

    Job Locations US-TX-Houston
    ID
    2018-20976
    Category
    Administration
    Division
    Holman Automotive
  • Job Posting - External

    Customer Engagement Center (CEC) Coordinator  

     

     

    The CEC Coordinator is responsible for receiving and responding to inquiries (leads) that result from phone calls and internet prospects and customers visiting various dealership sites. The support, role and responsibilities of each Coordinator will vary and be determined by specific Dealership(s) needs. The CEC Coordinator will be evaluated based on performance standards that measure how many phone and internet leads were converted to showroom visits. A CEC Coordinator must show up for work on time, per the published schedule and conduct himself/herself in a manner compatible with the existing corporate culture, and general policies and procedures of the company.

     

    Duties and Responsibilities

     

    - Execute CEC Process in accordance with CEC strategies

    - Sell appointments for vehicle sales using text, email and telephone skill sets

    - Attend team meetings

    - Register, schedule and attend all required, scheduled training and informational seminars

    - Respond to assigned leads from the Customer Relationship Management (CRM) tool within 15 minutes of receipt (store hours)

    - Set appointments for dealership visits per Holman ‘Best Practice’ benchmarks (’60-60-60-60’)

    - Utilize defined dealership email templates for communications

    - Utilize defined dealership telephone word tracks as guidelines for process and flow of customer phone contacts

    - Execute CEC process in a consistent yet flexible manner that results in a customer experience designed to achieve the highest appointment ratios

    - Complete all daily tasks and activities as per the dealership CRM

     

    Measurement and Tracking

     

    - Each week, the CEC Coordinator must complete and submit an appointment tracking log to the CEC Supervisor

    - Enter all prospect/customer communications, notes, records and appointment data into the dealership CRM

    -  Comply with procedures to ensure all customers are tracked and follow-up is maintained using the dealership’s lead management tools

    - Cooperate with procedures to ensure quality text, email and telephone contacts  

    - Prepare reports showing customer engagement, appointments scheduled, appointment shows and sold units

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