Payne Edinburg Chrysler Dodge Jeep Ram-Customer Service Coordinator

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The CSI Representative & CTP (Loaner Program) Coordinator is responsible for monitoring and improving customer satisfaction while managing the dealership's loaner vehicle program. This position serves as an important point of contact between the dealership and its customers by conducting customer follow-up, addressing concerns, encouraging positive customer experiences, and helping ensure CSI objectives are met. This position requires excellent communication, organization, attention to detail, professionalism, and the ability to work closely with Service Advisors, Technicians, Managers, Sales, and other dealership personnel.

Pay Rate: $12.00 per hour, with opportunity to earn bonuses based on performance and dealership programs.

Monitor Customer Satisfaction
Monitor customer satisfaction results, surveys, reviews, and CSI reports.
Identify negative trends, recurring customer concerns, and opportunities for improvement.
Communicate CSI concerns to appropriate managers in a timely manner.
Follow up on customer concerns before they become unresolved complaints whenever possible.
Customer Follow-Up
Contact customers following service visits, sales transactions, or other dealership interactions as directed.
Verify that customers are satisfied with their experience and that their concerns were properly addressed.
Make follow-up calls to customers who report concerns or dissatisfaction.
Document customer feedback and follow-up activities accurately.
Customer Concern Resolution
Listen to customers professionally and respectfully.
Gather accurate information regarding customer concerns.
Forward unresolved issues to the appropriate manager or department.
Follow up with customers after management has addressed the concern.
Maintain professionalism when dealing with upset or dissatisfied customers.
Provide management with regular feedback regarding customer comments and recurring issues.
Customer Communication
Maintain professional communication with customers by telephone, email, text, and other approved dealership communication systems.
Respond to customer questions or concerns in a timely manner.
Maintain a courteous, helpful, and professional demeanor at all times.
Protect customer information and maintain confidentiality.

Loaner Vehicle Coordination
Manage the dealership's loaner/CTP vehicle scheduling and assignment process.
Coordinate loaner vehicles with Service Advisors and customers.
Maintain an accurate record of all vehicles currently checked out and available.
Ensure vehicles are assigned according to dealership policies and availability.
Coordinate vehicle availability for customers who have scheduled service appointments.
Loaner Check-In / Check-Out
Complete required loaner vehicle check-in and check-out procedures.
Verify customer information and required documentation before releasing a vehicle.
Document mileage, fuel level, vehicle condition, and other required information.
Inspect vehicles when returned and document any damage or discrepancies.
Report accidents, damage, missing equipment, or other concerns to management immediately.
Ensure keys are properly controlled and secured.
Vehicle Cleanliness & Presentation
Ensure every loaner vehicle is clean and presentable before being provided to a customer.
Check interior and exterior condition before and after each use.
Ensure required vehicle equipment is present, including keys, floor mats, manuals, and other dealership-required items.
Coordinate detailing or cleaning as…