Customer Experience Liaison

The Wood Automotive Group, one of Alberta's largest automobile retailers for 40 years, is offering an exciting opportunity for a Customer Experience Liaison to join the team at Village Honda!

The Wood team believes that its people are its greatest asset. We provide our employees with competitive salaries and careers that grow with them. As a group with 7 dealerships, a collision repair centre and an online pre-owned sales lot, we believe our success and growth is built on the drive and dedication of our people. If you’ve got what it takes to be a natural leader, trainer and coach with a proven track record in the automotive industry than this is your opportunity to join us.

About the role:

The Customer Experience Liaison (CEL) will be a single point of contact for customer satisfaction and resolution. The CEL will act as a liaison between customers and the dealership to ensure customer satisfaction as well as overall dealership success.

Responsibilities:

• Responsible for responding to cases and dealer escalations and documenting customer concerns.
• Provide feedback to management for improved performance and to foster positive results and growth.
• Making sure our database is up to date with client information
• Work to resolve real-time customer issues with a sense of urgency, exercising good judgment, negotiating skills, and creativity.
• Multi-task competing priorities: taking incoming customer calls, arranging repairs/appointments, conducting customer follow-ups, responding to emails etc.
• Provide authorizations for repairs and reimbursements to customers
• Champion the Honda Driving Excellence (HDE) program
• Report on all KPI’s
• Overseeing Village Honda’s CXI

Skills and Competencies:

• Exhibit strong follow-up and organizational skills, in both verbal and written communication
• Excellent time management skills.
  
• Excellent customer service skills.
• Organized and an attention to detail with the ability to document customer needs.
• Ability to work in a team environment to achieve common goals.
• Ability to manage customer complaints and to solve difficult problems.
  
• Experience with CRM software
  
• Strong product knowledge

Some of the rewards of joining our team:

• Exceptional benefits package
• Pension Plan with employer contributions – free money!
• Employee Assistance Program including, Financial Advisory Services, Nutritional Counselling, Legal Advisory Services, Counselling Services, fitness program, and more!
• Corporate rates at YMCA and Goodlife Fitness
• Group social events and company perks.

Our unique culture:

Are you the kind of person who wants to make a difference in their community, and build a solid career with a growing organization? Consider joining Wood Automotive Group. For nearly 40 years, we have worked hard providing unparalleled customer service, competitive pricing and quality products. Committed to education and community, we are proud sponsors of many organizations such as: the SAIT Automotive Business Administration program, KidSport, the PREP program, The Salvation Army, the SSUBI ("Hope") Foundation and the Shaw Charity Classic.

We thank all candidates for their interest. Only those selected for interviews will be contacted.