Automotive Service Customer Retention Associate – Flexible Shifts - Now Hiring

8601 Lomas Blvd. N.E., Albuquerque, NM 87112

Flexible Scheduling - Three Shifts:
7:00am – 4:00pm; 8:00am – 5:00pm; 9:00am – 6:00pm

The Service CRC Associate is responsible for increasing Service Department appointments and Customer Pay Repair Order count through effective inbound and outbound customer communication. The position focuses on creating quality appointments that result in customers arriving for service, while providing a professional customer experience and accurate documentation. 

 
Why Work for Rich Ford: 
 

• Rich Ford has proudly served New Mexico for over 60 years and is recognized as one of the top 50 dealerships in the nation. 

• Rich Ford’s service department is one of the busiest in the region, giving CRC associates the   opportunity to shine. You get structure, support, and a dealership that values longâ€'term customer relationships. 

• You get stability, nonstop customer flow, real training, and a team that wins together. If you want growth, consistency, and a dealership that invests in you, this is the place. 

• High volume. Strong reputation. Real career paths. Rich Ford gives you the support, training, and customer flow you need to succeed. 

Please explore our but don't forget to click 'Apply Now' on this page.

Benefits: 
 

• Competitive pay plan 

• Three shifts:  7:00am – 4:00pm; 8:00am – 5:00pm; 9:00am – 6:00pm 

• 5â€'day work week with alternating Saturdays   

• Medical, Dental, and Vision insurance   

• 401(k)   

• Paid vacation   

• Closed Sundays   

• Career advancement opportunities   

Key Responsibilities:  

• Provide high-quality service to every customer. 

• Answer inbound Service calls promptly, professionally and with a positive, approachable attitude. 

• Assist customers with scheduling Service appointments based on customer needs and available shop capacity. 

• Ask appropriate questions to identify customer Service needs and accurately document customer concerns. 

• Provide customers with accurate appointment dates, times, locations, and expectations. 

• Obtain and verify customer contact and vehicle information. 

• Assist customers with rescheduling or modifying existing appointments. 

• Work to convert qualified in-bound Service opportunities into scheduled appointments. 

• Maintain a good working relationship with Service Advisors, Service Management, and all dealership departments. 

• Make consistent outbound calls throughout each scheduled workday and meet established outbound activity expectations. 

• Contact customers identified through assigned maintenance, recall, retention, and other Service campaigns. 

• Proactively contact customers who are due or overdue for maintenance or recommended Service. 

• Contact customers who have not returned for Service and work to regain their business. 

• Contact eligible customers following a vehicle purchase to assist with scheduling their first Service visit. 

• Follow established First Appointment Retention processes and contact schedules. 

• Convert qualified opportunities into scheduled Service appointments. 

• Accurately document outbound calls, customer responses, appointments and follow-up needs. 

• Confirm upcoming Service appointments using established CRC processes. 

• Ensure customers understand their appointment date, time, location, and Service expectations. 

• Identify potential scheduling conflicts and assist customers with rescheduling when necessary. 

• Monitor individual appointment show rate and work toward established performance objectives. 

• Review missed Service appointments and promptly contact customers who did not arrive. 

• Attempt to reschedule missed appointments and convert no-shows into completed Service visits and Customer Pay Repair Orders. 

• Maintain accurate appointment notes to assist Service Advisors and other Service personnel. 

• Learn and effectively use all dealership CRM, scheduling, telephone, texting, DMS and other systems required for the position. 

• Enter accurate and complete information into dealership systems and maintain accurate customer contact information. 

• Properly identify and document inbound versus outbound-generated appointments. 

• Document customer conversations, appointment details, contact attempts, and follow-up needs. 

• Communicate appointment trends, customer concerns, scheduling issues, and opportunities to CRC/Service Management. 

• Protect customer information and maintain confidentiality. 

• Participate in department meetings, training, coaching, and performance reviews. 

• Accept coaching and implementing changes intended to improve performance and customer experience. 

Performance Expectations: 

Success in this position is measured by creating quality appointments that result in customers arriving at Rich Ford, Repair Orders being written, customers returning for future Service, and positive customer experiences. Performance may be measured by completion of all duties as listed above and: 

• Total Customer Pay Repair Orders generated from CRC appointments. 

• Parts and labor gross generated from CRC appointments. 

• Accuracy and quality of appointment documentation. 

• Service Department NPS performance. 

• Compliance with established CRC processes, procedures, and performance objectives. 

General Expectations: 

• Learn, understand, and adopt the Rich Ford Vision Boards and their principals. 

• Read, understand, and follow the Rich Ford Employee Handbook. 

• Complete all required training for the position. 

• Report to work as scheduled and maintain dependable attendance and punctuality. 

• Maintain work areas, ensuring a clean and professional appearance. 

• Wear approved uniform (details will be provided) to each shift, ensuring a clean and professional appearance: 

• Treat customers and co-workers professionally and respectfully. 

• Avoid making promises regarding diagnosis, repair completion times, warranty coverage, pricing, or other items outside the CRC Associate’s authority. 

• Escalate customer concerns to Service Management when appropriate. 

• Perform other duties as assigned based on business needs. 

• Ability to pass preâ€'employment background check, MVR, and drug screening   

• Must be authorized to work in the U.S. and be a current resident   

• Please upload your resume and complete the online assessment   

We are an Equal Opportunity Employer.  

All qualified applicants are considered regardless of ethnicity, nationality, gender, veteran or disability status, religion, age, gender orientation, or other protected status.