Sales Coordinator – Customer Engagement Center

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.
The Customer Engagement Center Coordinator is responsible for receiving and responding to inquiries that result from phone calls and internet customers looking to schedule a sales appointment. The CEC Coordinator will be evaluated based on performance standards that measure how service appointment are scheduled. 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.

Responsibilities:

• Handle inbound and outbound phone calls with customers to schedule sales appointments.
• Act as the first point of contact for customers in need of sales appointments.
• Determine and document customer needs/understand their reason for calling.
• Schedule sales appointments by client advisor using scheduling system.
• Place reminder calls to customers regarding pending scheduled service appointments.
• Place follow-up calls to customers regarding recent sales visit experience.
• Build strong relationships with customers and dealership employees.
• Maintain a high and consistent level of premium-brand, customer service and WOW customers.

Qualification Criteria:

• High School Diploma or equivalent combination of education and customer service experience.
• Pleasant and engaging phone persona – must be able to project a ‘smile’ over the phone.
• Proven outstanding customer service.
• Listen and record accurately.
• Excellent interpersonal skills, both in person and over phone.
• Call Center experience is preferred, but not required.
• Proficient computer skills with ability to learn scheduling and other computer systems.
• Team-oriented and flexible/multi-tasking.