Digital Retailing Specialist
Location
Fairborn, OH | United States
Job description
The Digital Retailing Specialist is responsible for responding to digital retail leads and converting them into appointments and ultimately car sales. The DRS will be responsible for implementing a custom lead-response strategy with focus on acknowledging the digital customer journey and specifically where the customer is in their shopping process. An exceptional customer experience is the overall goal!
Wagner Subaru customers expect and deserve a great customer experience with an easy and efficient way to purchase a vehicle online.
Responsibilities:
- Become expert in all aspects of digital retailing process and tools.
- Cultivate, execute, and oversee custom lead response process.
- Develop and maintain lead response templates.
- Develop and maintain digital lead to showroom transition process.
- Uphold uniform pricing strategy.
- Assist in retailer branding efforts promoting digital retailing.
- Act as single point of contact for digital retail customers until transitioning to product specialist.
- Respond to incoming calls and digital retailing leads by phone, text, chat, and email in hour or less.
- Adhere to all Subaru of America digital lead process requirements as measured by SOA mystery shops, including 90-day close rate, average lead response time, and average contacts per lead.
- Become expert-level user of CRM and all other digital retailing tools.
- Work with Product Specialist team to increase sales and enhance customer purchase experience.
- Perform at, or above industry benchmarks for customer connection, appointment show, and close rates.
- Log all customer interactions in CRM.
- Schedule follow-up with sales department confirming appointments show and results of visit.
- Re-schedule no-show customer appointments.
- Contact current customer base with updated incentives.
- Create and distribute digital retailing marketing materials in-store.
- Meet with Subaru Digital Retailing team and attend periodic training opportunities.
- Other duties and responsibilities as directed by manager.
Qualifications:
- Associate degree or higher, or equivalent work experience
- Attention to detail.
- Teamwork upbeat, positive, smile on the phone, personable, energetic, outgoing, and competitive in a team-oriented culture.
- Oral communications speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
- Attendance/Punctuality is consistently at work and on time; ensures work responsibilities are covered when absent.
- Dependability follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan.
- Professionalism approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
- Planning / Organization uses time effectively; sets goals and objectives.
- Organizational support follows policies and procedures; completes administrative tasks correctly and on time.
- Adaptability changes approach or method to best fit the situation.
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