Here to break down the Vehicle Repurchase Coordinator (VRC) role is Amy Jewell, who has nearly two and a half years of repurchase coordination experience under her belt in our Reacquired Vehicle Management (RVM) group.
“A typical day begins with checking voicemail, email and the fax machine. The remainder of the day consists of going between processing cases, taking and making phone calls and monitoring emails.”
Wait, fax machine? Phone calls?
The vehicle repurchase process is one that has an incredible amount of process steps the average customer may not think about. There are vehicle buyback laws in place in every state that automakers must abide by, and nearly all of them involve specific means of communication and timing during each process step.
What’s more, a VRC doesn’t just talk to the owner of a vehicle that is to be repurchased. They’re talking to representatives from our automotive clients and dealerships as well.
Staying on top of the process is the single most vital skill a VRC can have, as Amy points out.
“[To succeed,] it would be helpful to be self-motivated, organized and able to communicate effectively. Experience with Microsoft Word and Excel would be helpful too.”
But no VRC is an island. That’s why Amy is so grateful for being part of a team that has her back no matter what.
“We are a tight-knit group and support each other all of the time,” Amy explains. “Anytime there is a question or dilemma, there is someone to help. I have gained A LOT of knowledge from those that came before me.”
It’s this knowledge base and self-motivation that has led Amy through initial phone contacts that began less than positively – but ended on the highest notes possible.
“I once had a customer who thought that I was a scam artist. I had to figure out how to communicate with her and convince her that I was actually there to help. I was able to keep her on the phone and just continued to discuss her repurchase case, the process and real numbers related to her vehicle.”
“After some time, she just blurted out, ‘Okay, you convinced me. What do we need to do to get this moving forward?’ Everything went smoothly from there and she ended up being excited to get into a replacement vehicle.”
To turn initial resentment into true customer advocacy is at the heart of what our vehicle repurchase coordinators do daily – and it’s what keeps Amy here at Morley.
“What I like most about my position is the ability to work semi-autonomously and the gratitude that I receive from customers for helping them through the repurchase process,” she says.
“I make a difference for our clients by providing great customer service and by helping to keep customers loyal to the brand. I make a difference for the customers in that I listen, effectively communicate and assist them with resolving a serious matter.”
Interested in a career with Morley?
