Client Care Representative (West)

Nucar Honda of Westford is hiring for our Client Care call center

An Automotive Client Care Representative, also known as Business Development Representative, is responsible for handling inbound and outbound customer communications, fostering customer relationships, and driving dealership growth by generating leads and setting appointments. This role is integral to enhancing customer satisfaction, increasing sales, and improving service department efficiency. The Client Care Representative works closely with sales and service departments to ensure a seamless customer experience and maximize dealership profitability.

Key Responsibilities:

1. Lead Generation and Management:

• Handle inbound and outbound calls, emails, and text inquiries related to vehicle sales and services.
• Qualify leads by gathering relevant customer information and determining their needs.
• Generate new business opportunities by following up on web inquiries, social media interactions, and previous customer interactions.

Appointment Setting:

• Schedule sales appointments for customers, ensuring they are effectively communicated with the relevant departments.
• Ensure all appointments are confirmed and followed up on in a timely manner.

Customer Service:

• Provide exceptional customer service by addressing questions, concerns, and inquiries professionally and promptly.
• Maintain a courteous and friendly attitude during all interactions with customers.
• Resolve customer issues and concerns or escalate them to the appropriate team members.

CRM and Database Management:

• Utilize Customer Relationship Management (CRM) software to log and track all customer interactions and leads.
• Maintain accurate customer information in the dealership database.

Collaboration with Sales and Service Teams:

• Coordinate with the sales and service departments to ensure smooth handoffs and follow-ups on leads and customer inquiries.
• Communicate customer needs and preferences to the relevant teams to optimize the sales or service process.

Marketing and Outreach:

• Assist with marketing campaigns by reaching out to previous customers, promoting special offers, and driving traffic to the dealership.
• Conduct follow-up calls or messages with unsold showroom traffic, service customers, and internet leads.

Skills and Qualifications:

• Communication Skills: Excellent verbal and written communication skills, with a professional and friendly phone manner.
• Customer-Focused: A strong customer service orientation and ability to build relationships.
• Organization: Ability to manage multiple tasks and prioritize effectively.
• Technological Proficiency: Experience using CRM systems and other dealership software, with basic computer skills.
• Selling skills: Knowledge of sales techniques and ability to handle objections, upsell, and promote dealership offerings.
• Attention to Detail: Meticulous in maintaining records and following up on customer needs.
• Team Player: Ability to work well with others in a fast-paced environment.

Education and Experience:

• High school diploma or equivalent required; some college education preferred.
• Experience in the automotive industry or a similar customer-facing role is an advantage.
• Prior experience in sales, marketing, or customer service roles is highly preferred.

We offer:

• Exceptional earnings base plus commission and bonuses
• Medical, dental, vision, life, and disability Insurance
• Career advancement opportunities
• Paid vacation
• 401(K) with company contribution
• Employee Assistance Program
• Drug-free workplace
• Anniversary bonus

DCD Automotive/Nucar is an Equal Opportunity Employer, which operates in a safe, drug free facilities.