Outbound Customer Engagement Coordinator at AutoNation

AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.

So what do you say? Are you ready to be part of something big?

The Outbound Customer Engagement Coordinator handles a high volume of Outbound Service campaigns for multiple AutoNation dealership locations, establishes relationships with the customers and schedules appointments for the individual dealership Service Departments.

Position Objective

As an integral member of our Business Development/Contact Center Team, you will manage several outbound campaigns, foster customer relationships, and coordinate appointments for AutoNation's service departments. This position represents an exceptional opportunity to make a meaningful impact  enhancing our customers' AutoNation experience.

We seek highly skilled and detail-oriented Outbound Customer Engagement Coordinators with a strong commitment to customer service and scheduling to join our dynamic team. In this role, you will play a pivotal part in ensuring the seamless and efficient scheduling of service appointments, through outbound campaign efforts, for our valued customers.

The Outbound Customer Engagement Coordinator role is vital in ensuring our customers receive timely communication regarding upcoming reservations, missed reservations, recalls, recommended services and promotions, helping to maintain their vehicles in top condition. If you are an organized individual with excellent communication and customer service skills who thrives in a fast-paced environment, we want to hear from you!

Critical Success Behaviors

• Drive business for AutoNation by delivering a peerless customer experience by performing numerous outbound tasks (outbound calls, texts, emails) in a prompt, polite, professional manner, addressing inquiries and scheduling appointments efficiently and effectively.
• Provide exceptional customer service by treating guests with courtesy and respect.
• Express empathy with guest concerns and demonstrate excellent problem-solving skills.
• Display resourcefulness and creativity in finding solutions or alternatives for customers, ensuring their satisfaction.
• Stay up to date with product knowledge and service offerings to empower customers with the correct information.

• Work collaboratively with our Service Departments and internal partners to deliver a peerless customer experience.
• Thrive in a fast-paced high call volume environment while maintaining consistent quality performance.
• Maintain a well-organized workstation and consistently utilize provided resources and tools.
• Maintain Key Performance Indicator performance according to set performance standards.

Qualifications

The ideal candidate would typically have:

• High School Diploma or Equivalent. (Associate degree preferred).
• One year certificate from college or technical school, or three to six months related experience and/or training, or an equivalent combination of education and experience.
• Knowledge of automotive services or industry experience is a plus.
• Previous customer service experience, preferably in an outbound call center environment

The ideal candidate must have:

•  Track record of delivering outstanding customer service, particularly in roles related to outbound scheduling or appointment coordination.
• Proficiency in reading, writing, and the comprehension of written instructions and information.
• Proficiency in using computer systems, CRM/call center technology, and scheduling software.
• Exceptional communication skills, both written and verbal.
• Strong interpersonal skills.
• Outstanding organizational skills and the ability to manage multiple tasks with meticulous attention to detail.
• Flexibility to work varying shifts, including weekends and evenings, as needed.
• A collaborative team player with a deep commitment to delivering unparalleled service.

Exciting Benefits and Perks Await You:

• Competitive compensation and 401k matching

• Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits

• Exclusive RX Pet program offering discounts on medications

• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear

• Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers

• Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.