1. POSITION SUMMARY

This position involves the display maintenance, representation and sales of the Stellantis new vehicle product offering as well as the Leamington Chrysler used vehicle inventory to all interested parties via all primary platforms – telephone voice and SMS text, email, in-person and social media platforms.

· Product knowledge – the representative is required to complete all Stellantis product training both online and live within 90 days and maintain their training level should employment continue.

• They are responsible for learning the technology features, demonstrating their usage, and explaining the benefits of the feature in manners suitable to the customer’s enquiry – telephone, email, &/or in person. It is a requirement within 90 days to be competent and conversant in this duty. You will need to have an inquisitive mind seeking out & using different methods and tools to achieve understanding – Stellantis training, online video, in car attention, etc
• Communication platforms:
• Telephone – must be able to proficiently use conventional/digital phone systems, Customer Retention Management (CRM) phone systems or any other future phone enhanced systems.
• Text/email – must be able to proficiently use internal text/email software (i.e. outlook, customer management software (CRM), Dealer management Software (DMS), or any other text/email platforms.
• In Person Communication – job requires introducing yourself many times per day to all department customers. Sales department customers - Mastery of meeting the customer and making them feel welcome to our instore environment is critical to this role. Having skills to project different tonalities in conversation and adjusting to customer behaviors/traits is expected and required.
• Utilize various channels, including social media(videos) and online marketplace platforms to generate leads

· OMVIC (Ontario Motor Vehicle Industry Council) certified or in the process of taking OMVIC course/test required.
· Class G Drivers License required.

· Monthly Vehicle Delivery Requirement –NEW & Total:

• NEW the representative is responsible to sell and deliver a minimum average of 4 new vehicles per month (12 new vehicles) over the rolling three months with acceptable customer experience metrics.
• Total: the Representative is expected to maintain a volume of three month rolling deliveries of 70% of the average salesperson’s total deliveries. For example – if there are 4 sales reps and they average 8 new and used deliveries per month (24 over three months) , the representative must maintain 70% of the average for a minimum of 6 deliveries (18 over three months).

· Product knowledge – the representative is required to complete all Stellantis product training both online and live within 90 days and maintain their training level should employment continue.

• They are responsible for learning the technology features, demonstrating their usage, and explaining the benefits of the feature in manners suitable to the customer’s enquiry – telephone, email, &/or in person. It is a requirement within 90 days to be competent and conversant in this duty. You will need to have an inquisitive mind seeking out & using different methods and tools to achieve understanding – Stellantis training, online video, in car attention, etc
• Communication platforms:
• Telephone – must be able to proficiently use conventional/digital phone systems, Customer Retention Management (CRM) phone systems or any other future phone enhanced systems.
• Text/email – must be able to proficiently use internal text/email software (i.e. outlook, customer management software (CRM), Dealer management Software (DMS), or any other text/email platforms.
• In Person Communication – job requires introducing yourself many times per day to all department customers. Sales department customers - Mastery of meeting the customer and making them feel welcome to our instore environment is critical to this role. Having skills to project different tonalities in conversation and adjusting to customer behaviors/traits is expected and required.
• Utilize various channels, including social media(videos) and online marketplace platforms to generate leads.

· Customer Satisfaction/Customer Experience (CX): The representative is responsible to ensure their customers are pleased with the vehicle, the dealership and their personal representation of both, as quantified by Stellantis on the month Customer Experience reporting. Stellantis will provide monthly CX targets. Any potential delivery bonus earned will be affected positively AND negatively by their monthly CX metrics. Beyond the general metrics, a score of less then 100% follow up with customers is unacceptable performance. The manager/supervisors will share the metric objectives and attainments monthly.

· Customer Relationship Management (CRM) software:

• All in person, digital, and phone interactions with customers must be documented. Ideally this should occur in real time, but it is an employment requirement prior to leaving for the day.
• CRM tasks & interactions require personalized attention and independent creativity. There are templates for thought starters, they are not pre-formed communications.
• All daily CRM tasks must be completed prior to leaving for the day.

· Live and Digital Display Lot Maintenance:The representative is responsible for daily display lot maintenance tasks including, but not limited to:

• Daily – reviewing and updating inventory pictures
• Nightly – ensure no gaps between inventory known as holes (a gap between two display vehicles where another display vehicle would normally be displayed)
• Nightly- each display, service and wholesale vehicle (EVERY vehicle on the property) is checked to ensure every door, hood, trunk/liftgate is locked, all windows and sunroofs etc are closed and the vehicle is secure over night
• Dealer Plate – confirm all dealer plates are present or accounted for.
• Periodic: confirm vehicles are present along with corresponding keys and invoices
• Periodic: Battery check – check all vehicles for proper charging and running
• Periodic: Rearranging/reorganizing the display lot
• Periodic: Remove the snow & ice from the roof, windows etc of all vehicles on the lot – for sale, wholesale, service, customer
• Daily: monitoring our website for description, pricing, payment, rate and picture accuracy
• General Customer & Dealership Maintenance Tasks:
• Required to work with all departments to coordinate customer delivery – service, parts, Finance etc. For example – rep ensures the components have been ordered, installed & operating correctly prior to delivery. Vehicle has been gassed up, accessories etc installed prior to going for clean up.
• Assisting with occasional customer drop off & pickup using company vehicle
• Occasional support tasks like Service Ontario drop off/pickup, Banking,
• Offsite Delivery and documentation
• Appearance and care:
• It is expected that the representative dress in professional casual attire that is appropriate for the season. Shorts at knee level after Victoria weekend until Thanksgiving weekend is permitted, with footware safe for the lot (no flip flops). Clothing is to be free of religious or political statements/representations
• Fun, lighthearted, BUT ALWAYS RESPECTFUL, work environment.