Central Online Reservations Agent

 

Title: Online Reservations Agent

Location: Kansas City, MO, US

Job Type: Full-time with Benefits  

 

Who We Are

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

 

Summary

To ensure a consistent process is implemented, you will partner with your dealers to review their PDL customer experience. Journey mapping the customer experience and providing insight on how the technology can be integrated into the service department roles. You are encouraging a growth set mindset by working with the design and maintenance of the PDL process. Customer loyalty programs and applications help build a more engaging customer experience, retention, and satisfaction. As the expert, you will evaluate the training needs of your Ford dealers, develop a training plan, and execute it. Your support for Ford Dealer employees boosts their performance and expands their skills. 

 

Day to Day Responsibilities   

• Design and maintain a consistent Pickup & Delivery Experience for customers from appointment to delivery
• Become a subject matter expert on technology - Redcap, Ford pass, CRM, BDC Appointments, in-house scheduling tools, and DMS  
• Provide best practices on how to track and monitor progress through DMS -ROs, BDC, CRM, and CXOne 
• Hands-on software application training 
• Face-to-face interactions in dealership settings with all customer-facing dealership employees
• Counsel dealership management on leveraging the Ford PDL to grow sales in both fixed and variable departments
• Counsel dealership management on leveraging Ford PDL to improve customer satisfaction scores and increase customer loyalty. Retaining customers is always a less expensive proposition than conquest new customers
• Communication and documentation after each contact with the dealership. 
• Meet defined metric goals for assigned dealers within a set geographic area

 

What you bring

• Two years of automotive experience in service operations preferred, i.e., coaching, consulting, in-dealer, or representative 

• 1-2 years of professional coaching/consulting knowledge or significant related professional experience 

• Strong Facilitation Skills  

• Proven ability to adhere to a schedule of customer appointments  

• Ability to understand business strategy and translate it into learning solutions

• Ability to deal with ambiguity and fast-paced change driven by growth and client needs 

• Strong People Skills and a knack for problem-solving 

• Highly analytical and data-driven 

• Demonstrated ability to effectively collaborate with multiple stakeholders

• Proficient with the 2023 Microsoft Suite/Office365 (XLS, Visio, PPT, Word) 

• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

 

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law. 

 

Please note, MSXi did not provide any salary data for this position. If there is a salary range included in the posting the data was estimated by the job posting site and does not reflect our company's actual salary ranges. Actual starting salaries are determined based on job requirements and level of experience. 

 

Apply NOW!!!

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