Digital Client Advocate

Bethesda, MD
Apr 07, 2017
May 08, 2017
Full Time

Here's What:

The Digital Client Advocate (DCA) contributes to our success by providing an amazing in-person customer experience via telephone, text, chat, and email. He/she provides product, service and car-buying process information, positioning the prospective customer well for an effective in-store selection and purchase visit.

Key Responsibilities

Lead Management:

  • Pull inquiries from our Customer Relationship Management system (CRM)
  • Respond to inquiries via phone, text, chat or email per their expressed preference
  • Perform needs analysis and ‘triage' customers based on the result
  • Serve as the first-level subject matter expert on our products and services, the purchase process, and the DARCARS brand
  • Walk prospects through DARCARS' online tools for vehicle options, packages, and features
  • Convert inquiries to dealership visits; set appointments for test drive and further selection/purchase support

Administrative Functions:

  • Adhere to customer communication scripts
  • Ensure 100% of contact activity and customer information is recorded in the CRM in live time
  • Develop/maintain relationships with related store personnel
  • Meet or exceed individual performance objectives e.g. response time, conversions
  • Suggest process improvement strategies and efficiencies
  • Maintain solid of product features and benefits and industry trends
  • Embody the DARCARS brand; promote the culture, values, and mission of DARCARS

What Must Be True About You

  • You have a high school diploma
  • You have a minimum of 2 years of professional work experience
  • You are computer savvy with a full working knowledge of Microsoft Office Suite
  • You are a quick-study, able to absorb and regurgitate substantive product and service information
  • You have exceptional listening and verbal and written communication prowess
  • You are able to work some evenings and Saturdays
  • You have demonstrated success delivering results
  • You have demonstrated a commitment to process improvement, innovation, and excellence
  • You have an interest in and willingness to participate in the company's volunteer community service projects
  • You are persistent and have a sense of humor
  • You are hungry, humble and smart

Nice to Haves

  • Experience working in a call center environment
  • Automotive industry experience
  • A genuine interest in automobiles

DARCARS Automotive Group is an Equal Opportunity Employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. We consider qualified applicants with criminal histories consistent with all federal, state, and local ordinances.

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