Job Description

Job Description

Job Description

Job description:

POSITION SUMMARY

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.

CSI / CUSTOMER SATISFACTION

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.
CTP / LOANER PROGRAM RESPONSIBILITIES

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 necessary.
Loaner Records & Documentation
Maintain accurate records for all loaner vehicles.
Maintain current customer loaner agreements and required documentation.
Track vehicle mileage and usage.
Maintain records of vehicle damage and repairs.
Ensure all required forms are completed and properly filed.
Monitor overdue or extended loaner agreements and communicate with the appropriate Service Advisor or Manager.
Loaner Inventory Control
Maintain an accurate daily count of available, checked-out, and unavailable loaner vehicles.
Report fleet shortages or excessive demand to management.
Help coordinate vehicle availability during busy service periods.
Ensure loaner keys are organized and accounted for at all times.
PHYSICAL REQUIREMENTS

Ability to stand and walk for extended periods.
Ability to enter and exit vehicles repeatedly.
Ability to move vehicles around the dealership lot safely.
Ability to inspect vehicle interiors and exteriors.
Ability to lift or carry items associated with normal job duties.
Ability to work outdoors in varying weather conditions when necessary.
Apply at Paynecareers.com

Benefits:

Dental insurance
Employee discount
Health insurance
Life insurance
Paid time off
Vision insurance
Work Location: In person

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