Summary/Objective
The Internet product specialist position is responsible for identifying and assisting customers through internet leads and providing exceptional customer service, while creating a memorable car buying experience. It is the Internet product specialists’ responsibility to ensure that all transactions go smoothly and result in the highest levels of customer satisfaction, resulting in customers returning for many years to come.
Essential Functions
- Respond to Internet inquiries in a timely manner to ensure clients' needs are met
- Have a thorough knowledge of all dealership products, inventory and services
- Ensure that each customer receives outstanding customer service by providing a customer friendly environment, including greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other components of customer service.
- Directly responsible for selling vehicles, volume and customer satisfaction standards, as set at the solid discretion of the dealership.
- Coordinate with the sales manager to set and meet new and used sales quotas. Meet the profit margin goals for vehicle sales.
- Be polite and friendly and greet customers promptly. Consistently follow the outlined sales process.
- Utilize floor time effectively in meeting the customer’s needs and soliciting sales.
- Determine each customer’s vehicle needs by asking questions and listening.
- Demonstrate and test drive vehicles.
- Verify that customers are qualified for their wants, needs, and ability to buy.
- Maintain current knowledge and familiarity with new products, features, accessories, etc., and their benefits to customers.
- Maintain an owner follow-up system that encourages repeat and referral business and contributes to customer satisfaction.
- Understand the terminology of the automobile business and keep abreast of technology changes in the product.
- Perform pre-delivery inspection and road test before delivery to customer.
- Deliver vehicles to customers after purchase. This process ensures that the customer understand the vehicle’s operating features, warranty and paperwork, and it lays the foundation for customer loyalty.
- Conduct telephone transactions courteously and promptly.
- Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
- Know and understand the federal, state and local laws, which govern retail auto sales.
- Attend pertinent training and stay current with sales department concerns and sales techniques.
- Attend sales meetings.
- Performs all duties in a safe manner, immediately reporting any accidents, injuries or unsafe conditions to management.
- Shows when scheduled to work, on time, ready and able to perform essential job functions.
- Drives company and/or customer vehicles if/when required.
- Adhere to all company policies, procedures and practices.
- Perform other tasks as directed.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience Requirements
- High school diploma or GED.
- 1-3 years sales or customer service experience
- Automotive sales experience helpful, but not required.
- Must enjoy and excel in a team environment
- Must have an upbeat and positive outlook
- Must be dedicated and reliable
- Must have a clean driving record
- Must be able to pass a drug screening and background check
Competencies
- Customer Focus
- Communications Skills
- Flexibility
- Collaboration Skills
- Organized
- Ethical Conduct
- Technical Capacity
- Teamwork
- Strong Work Ethic
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
This position operates throughout the dealership. Time will be spent outdoors, inside the dealership, and while sitting at a desk. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to talk and hear.
- This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day.
- The employee must frequently lift and/or move items over 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type and Expected Hours of Work
This is a full-time position. Evening and weekend work may be required as job duties demand.
Note: Schedules are subject to change. Two-weeks’ notice of a schedule change will be provided whenever possible.
Travel
No travel is required.
Additional Eligibility Qualifications
None required for this position.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Equal Opportunity Statement
The Anderson Auto Group is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
