Cancellation Specialist

Kenwood Dealer Group, Inc.

4780 Socialville Foster Road, Mason, Ohio 45040

Job Summary:

As a Cancellation Specialist at Kenwood Dealer Group, you will be responsible for managing cancellation requests for F&I products purchased from our Group and ensuring that all processes related to cancellations are handled efficiently and effectively. You will work closely with customers, sales teams, and administrative staff to facilitate cancellations while maintaining a positive customer experience and adhering to dealership policies and procedures.

Responsibilities:

1. Process cancellation requests received from customers via phone, email, or in-person visits.
2. Verify customer information and the status of the transaction in the dealership's system.
3. Communicate with sales teams and finance departments to gather necessary documentation and information related to cancellations.
4. Explain cancellation policies, procedures, and potential consequences to customers, ensuring clarity and understanding.
5. Assist customers in exploring alternative options or solutions to their cancellation requests.
6. Document all cancellation requests, communications, and actions taken in the dealership's management system.
7. Follow up with customers to ensure their cancellation requests have been satisfactorily resolved and to address any further concerns or questions.
8. Collaborate with other departments to identify areas for improvement in cancellation processes and suggest potential enhancements.
9. Stay up-to-date on dealership policies, industry regulations, and best practices related to cancellations and customer service.

Qualifications:

1. High school diploma or equivalent; additional education or certification in customer service or automotive management is a plus.
2. Proven experience in a customer service role, preferably in a dealership or automotive industry setting, and/or an accounting background.
3. Strong communication skills, both verbal and written, with the ability to convey complex information clearly and professionally.
4. Excellent interpersonal skills and the ability to interact effectively with customers, colleagues, and other stakeholders.
5. Detail-oriented with strong organizational skills and the ability to manage multiple tasks simultaneously.
6. Proficiency in using computer software and dealership management systems.
7. Ability to remain calm and composed when dealing with challenging or irate customers.
8. Knowledge of cancellation policies, consumer rights, and relevant laws and regulations is advantageous.
9. A proactive and solution-oriented mindset, with a commitment to providing exceptional customer service.
10. Flexibility to adapt to changing priorities and work schedules as needed in a fast-paced environment.

We offer a great, rewarding work environment with potential future advancement within our company. We have an enjoyable workplace with a comprehensive benefit program including medical, dental, vision, paid time off, paid holidays, paid life insurance, 401(k) retirement plan, employee discounts on vehicle purchases, vehicle repairs, maintenance work, and more

Joining Kenwood Dealer Group as a Cancellation Specialist offers an exciting opportunity to contribute to the success of our dealership while helping customers navigate the cancellation process with professionalism and care. If you're passionate about customer service and thrive in a dynamic team environment, we'd love to hear from you. Apply now and be a part of our dedicated team! Please contact Jeremiah Fritz at 513-683-5484 with questions or concerns.