Position develops talent, reduces turnover: Chevy store's program also makes for a better customer experience.

Mohawk Chevrolet in Ballston Spa, N.Y., has implemented a delivery coordinator training position to address high turnover rates and enhance the customer experience. The position, introduced in 2020, has resulted in improved customer satisfaction and professional growth opportunities for employees. Delivery coordinators assist customers with various tasks, such as familiarizing them with vehicle technology and handling insurance paperwork. The program has contributed to a significant increase in employee retention, with the rate rising from 56 percent in 2020 to 77 percent in 2023. Many employees have advanced within the dealership after starting in the delivery coordinator role, demonstrating the effectiveness of the program in developing talent. [Extracted from the article]