NET PROMOTER SCORE SPECIALIST at Northside Auto Group

Job Title:  NPS Specialist

Department: Executive

Reports to: General Manager

FLSA Status: Non-Exempt

Prepared by: Chris Shakoor 

SUMMARY

Ensures that the Northside Ford team provides excellent customer service and ensures that social media interaction reflects that excellent customer service.

ESSENTIAL DUTIES

Essential duties include the following.  Other duties may be assigned.

• Trains employees in the areas of customer satisfaction, One CX, vehicle delivery, Fordpass registration, and customer follow-up.
• Develops processes and procedures to monitor and resolve customer disputes.
• Performs customer follow-up using the dealership CRM at appropriate intervals after sale of vehicle to proactively encourage customers to complete the Ford/Medallia sales survey.  Also, proactively begins dispute resolution process when customer concerns are relayed during follow-up.
• Monitors One CX on FMCdealer on a daily basis.  Enters Snapshot Alerts into the dispute resolution process.   Communicates with customers and staff until dispute is resolved or closed.   Encourages customer completion of the follow-up survey to raise scores from the initial score of 1.
• Communicates appreciation to customer’s for their perfect (5) responses to the sales survey to encourage future perfect (5) responses to Quicklane/Service Surveys.
• Creates management reports to document customer processes, procedures, and results.  Communicates those results on a regular basis with management.
• Interacts with department management and directors to resolve customer complaints through their cooperation. 
• Answers internet leads through use of digital media and the telephone.
• Sets up sales appointments for the Internet Sales Department.
• Follows-up with potential customers to confirm and reset appointments  

Supervisory Responsibilities

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

High School Diploma or GED.  At least two years’ experience working in a large Ford dealership BDC department.

LANGUAGE SKILLS

Ability to read and interpret documents. Ability to write routine reports and correspondence.    Ability to respond to common inquiries or complaints from customers.  Ability to effectively present information and respond to questions from groups of managers, employees, and customers.    

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to draw and interpret bar graphs.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions.   Ability to interpret an extensive variety of instructions and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Manufacturer’s training

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear.   The employee is occasionally required to stoop or crouch.  The employee is occasionally required to use hands to finger, handle or feel.  Specific vision requirements include close vision, color vision, and depth perception.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is moderate.

Northside Auto Group is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.  If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email.