Customer Relations Associate - Brian Jessel BMW

Department: Customer Relations

Title: Customer Relation Associate

Reports To: Customer Relations Manager

About Our Organization:

Brian Jessel BMW has been the leading BMW dealership serving the Lower Mainland for over 39 years, since 1986. As the leading BMW dealership across Canada, we believe our people are what determine the success of our company.

We pride ourselves on providing first-class service and a unique BMW purchasing experience to our clients. We carry forward our winning business formula to build and empower our team of 200 talented individuals.

Together at Brian Jessel BMW, we promote:

• A Respectful and professional environment
• Supportive and collaborative teams
• Personal & career growth, as well as development opportunities

We continue to foster an environment of growth and success through regular assessments of our client’s experience and our employee’s engagement.

Work with us, Drive with us, and be a part of our Winning Team!

Benefits & Perks:

• Company events
• Employee assistance program
• Extended health care
• Store discount
• Vision and dental care
• Semi-Annual Team Buildings

Summary of Position:

The Customer Relations Associate is responsible for ensuring that clients have a great experience at the Sales Department. The main role of the Customer Relations Associate is to follow up with clients and address any concerns or issues that clients may have.

Accountabilities & Responsibilities:

• Courteous and professional at all times when interacting with clients, making sure that they are always given great customer service.
• Takes ownership of client inquiry and proactively resolves problems and issues independently.
• Keeps customers informed and follows up with customers for any service or sales appointments.
• Adapts to changes in policies, procedures and programs.
• Ensures accuracy when booking customers appointments or when performing follow-up calls.
• Assist with a variety of tasks based on the Leading the Customer Way program
• Takes initiative and delivers excellent customer service to dissipate any issues with the Sales department.
• Works independently with minimal presence of a supervisor
• Completes work on time and ensures no work is carried over.
• Always keeps a calm demeanor.
• Contribute to the achievement of Green Traffic Lights (NPS) for the Sales Department
• Follow-up with walk-in clients (prospects) promptly after each dealer visit via phone.
• Follow-up with clients who have purchased the vehicle from BJBMW post 1-2 months from a deficient delivery.
• Ensure clients’ inquiries are addressed accordingly using the appropriate channels.
• Communicate effectively and professionally with our clients to ensure customer satisfaction.
• Book service appointments for customers during follow-up when additional recommendations were made or for reoccurring issues.
• Update, clean up and maintain our Salesfloor, and loner fleet vehicles.
• Providing assistance to the Sales Department by exceeding customer’s expectations for all complaints, inquiries, and emergencies and to the Sales Department when needed
• Move, locate, clean, wash and prepare all loner vehicles deliveries when needed.
• Act as valet occasionally for specific customers when needed.
• Additional duties as determined by Management.

Required Skills and Qualifications:

• 2 years of experience in a customer service role
• Be a goodwill ambassador for the company by courteous treatment of all customers on the phone, in person, or outside the dealership
• Customer service oriented
• Capable of managing multiple tasks and deadlines simultaneously, with strong attention to detail
• Excellent verbal and written communication skills
• Detail-oriented and possesses strong organizational & time management skills

Software Skills:

• Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Reynolds and Reynolds
• ISPA
• S-Gate
• 180 CRM
• MPi

Compensation: $42,432.00 -$50,000.00 per year.

Work Environment:

Work Hours may change depending on operational needs.

• 8:00 am to 8:00 pm Monday to Thursday
• 8:00 am to 6:00 pm Friday
• 9:00 am to 6:00 pm Saturday
• 12:00 pm to 5:00 pm Sunday & Statutory Holidays

You can also apply on our website

Online:Please visit our career website expressing your area of interest and qualifications. We thank everyone who has taken the time to apply; however, we will only be contacting shortlisted candidates when suitable positions become available in the near future.

Application Link: https://www.brianjesselbmw.com/careers/ or https://bjbmw.dphr.app/careers/0b3fa6ec-f3a6-969d-ed74-f82b59aae68e&en

Learn more about us: https://www.brianjesselbmw.com/ / https://www.brianjesselbmwpreowned.com/en-CA/home

or visit our Youtube channel: https://www.youtube.com/user/BrianJesselBMW