Customer Engagement Center (CEC) Sales Supervisor in Houston, TX at Holman Automotive

Date Posted: 9/5/2018

Job Snapshot

Job Description

Job Posting - External

Customer Engagement Center (CEC) Sales Supervisor

 

The CEC Sales Supervisor is responsible for the performance and results of the CEC department.  The goal of this team is to promptly and professionally respond to every internet sales lead while setting up a world-class customer experience for prospective buyers. The supervisor of this team will be responsible for the training, coaching and developing of the team so that the group is operating as a seamless extension of our retail locations.

  • Build, train, motivate and maintain a world-class CEC team
  • Assist in the hiring, training and ongoing coaching of employees
  • Develop proficiency and reporting skills in our dealership systems and CRM tools
  • Research, create and maintain internet lead best practices
  • Conduct ongoing training sessions to review and reinforce best practices for internet lead management, product knowledge and customer experience
  • Establish internet lead benchmark conversion rates and assist in achieving those goals
  • Control and manage daily CRM tasks and ensure that all activity is recorded
  • Communicate daily with dealership stakeholders to enhance processes and CEC support levels
  • Develop, maintain and train CEC staff on current market and product information
  • Maintain and promote policies that reinforce positive prospect and owner relations
  • Develop and maintain policies that promote customer satisfaction
  • Create a unique digital road to the sale with specific milestones for each customer engagement
  • Conduct quality assurance monitoring to identify employee training and development opportunities
  • Establish, monitor and measure department performance metrics and ensure their achievement
  • Work with the Marketing team to identify optimal lead providers and to enhance our digital footprint and virtual customer engagement  

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