•Pick-Up and Delivery
•Lead stores in establishing a process to increase pick-up and delivery activation within the region.
•Mobile Service
•Develop plans to solicit dealers to place units into mobile service and work with dealers to improve mobile service process.
•Online Appointments
•Ensure dealers are signed up on an online service appointment solution and work with dealers to improve the process and grow the number of customers who utilize online service appointments.•Lead the selected regional stores to implement processes to improve Pick-Up and Delivery, Mobile Service, Online Reservations, and meet training and staffing objectives in order to achieve FCP Standards.
•Manage appeals process and make decision on final resolution.
•Develop a plan and consult with the high sales/low SYNC-Connect activation Dealerships to achieve yearly activation objective.
•Conduct ongoing OneCX analysis and identify dealer opportunities for improvement.
•Lead the Customer Experience Specialist and dealers to develop Action Plans for improvement and execute monthly follow-up.
•Lead the effort to enroll dealers in the Ford Guest Experience and follow-up with dealers to ensure they take action based upon objectives set at the FGE.
•Lead customer handling and education/counseling on customer handling tools and resources.
•Bachelor’s degree
•5+ years of Sales & Service dealer contact experience
•Excellent Parts & Service business acumen
•Commercial experience preferred
•Excellent organizational skills and the ability to multi-task multiple priorities simultaneously
•Proved track record of achieving key deliverables in high-paced environments
•Ability to confidently deliver a compelling business case to Dealer Principals
•Ability to deliver timely & consistent results
•Self-starter, capable of communicating across regions, and at all levels
•Demonstrated proactive approach to problem solving, with a focus on delivering results
•Strong presentation and critical thinking skills
| • Immediate medical, dental, vision and prescription drug coverage |
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| • Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more |
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| • Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more |
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| • Vehicle discount program for employees and family members and management leases |
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| • Established and active employee resource groups |
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| • Paid time off for individual and team community service |
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| • A generous schedule of paid holidays, including the week between Christmas and New Year’s Day |
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| • Paid time off and the option to purchase additional vacation time. |
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| For a detailed look at our benefits, click here: |
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This position is a leadership level 5.Visa sponsorship is not available for this position.
