The work of the Customer AssistanceLiaison:

• Is decisive, genuinely customer-oriented, and able to readily establish rapport and trust with customers; also has a strong interest in exceeding customers' expectations.
• Must be capable of handling dissatisfied customers and customers who are confused about sales transactions, repairs and costs of service.
• Must have strong organizational skills and the ability to establish and maintain a Dealer Customer Satisfaction Process and complaint record keeping system.
• Must work congenially with other team members within the dealership and GMCL’s Customer Communications Centre.
• Must be able to resolve customer situations in a timely and efficient manner.
• Remains neutral and unbiased when resolving customer situations to achieve beneficial solutions for the customer and the dealership.
• Is flexible and accommodating with customers and team members.
• Has as its major responsibility the task of satisfying customers by expediting the repair and service of their vehicles within an expected length of time and at an expected cost.
• Involves patiently listening to customers describe vehicle problems, determining the appropriate action to take regarding repairs, and accurately recording problems and authorizing repairs or financial reimbursements.
• Requires a genuine concern about customer enthusiasm, as evidenced by consistent follow-through with customers and employees.
• Requires accuracy, attention to detail, and clear communication with other team members and departments in the dealership.
• Involves being a mediator between customers and dealership departments.
• Requires processing a great deal of information, summarizing the information, and translating the information analysis into an action plan for customers.
• Involves following up and tracking all ongoing customer situations.

• Much customer contact
• Contact with customers from a variety of backgrounds
• Professional image essential
• Constant interruptions
• Much contact with people in all dealership departments
• Considerable detail-oriented paperwork (sales concerns, documentation of repairs, charges, cases, and progress of customers)
• Handling multiple activities

The Customer Assistance Liaison:

• Ensures the immediate satisfactory settlement of a customer complaint.
• Contacts new and service customers to address questions about service and treatment.
• Acknowledges the customer's complaint and offers to assist in exploring the reason for it.
• Determines whether the dissatisfaction is product-related or caused by other issues.
• Inspects the vehicle or replaced parts to gain a better understanding of the cause for the customer's concern.
• Reviews the vehicle's history record for information that can help resolve the complaint.
• Determines any required financial settlements and reimburses the customers as appropriate.
• Arranges for corrective repairs to be performed.
• Works with GMCL’s Customer Communications Centre to develop solutions to best satisfy a customer's request for assistance.
• Notifies all parties involved in handling the complaint that a satisfactory settlement was reached and accepted by the customer.
• Analyzes the reasons for the dissatisfaction and initiates the necessary procedures to eliminate the problem from recurring with other customers.
• Contacts the customer after the complaint is settled to ensure the customer's satisfaction.
• Establishes a Dealer Customer Satisfaction Process and complaint record keeping system.
• Establishes with the Dealer a realistic, sensible complaint authority schedule listing the dollar limits available to each team member for resolving a customer complaint.
• Maintains status of each complaint's progress toward resolution and records status on a Customer Assistance Contact Log.
• Reviews log daily to ensure that all complaints are addressed in a timely manner and that no complaint goes unresolved.
• Analyzes and compares Standard Reports to their dealership.
• Assists in coordinating customer and employee enthusiasm activities.
• Heightens managers’ and team members' awareness of problems and offer solutions.
• Coordinates the Customer New Owner Clinic.

• Adaptability
• Analysis
• Continuous Improvement
• Customer Enthusiasm
• Judgement
• Organizing and Planning
• Teamwork
• Communication

• Customer Relations Director
• General Manager, or
• May Vary according to Dealership