CINCINNATI — CallCommand appointed customer service industry veteran James Rohrer to chief loyalty officer. Rohrer will oversee an expanded employee workforce of over 100 client service professionals who provide superior, local customer support to CallCommand auto dealer clients nationwide. He will also manage a client support staff in Irvine, Calif., and Cincinnati. Rohrer will be based out of CallCommand’s corporate office in Cincinnati.
According to CallCommand CEO Al Babbington, as a result of CallCommand’s continued explosive growth and the recent acquisition of Retention Performance Marketing (RPM), over 2,500 of the top auto dealerships in the nation use CallCommand products and services every day to communicate with their customers, so an expanded organization was needed to continue to provide a superior customer experience.
Rohrer has over three decades of executive-level experience managing customer service and loyalty programs including his tenure as VP of customer satisfaction for Sears. While at Sears, Rohrer ran an 18,000-person customer care network for the catalog division. The initiatives implemented under Rohrer’s leadership moved the customer recovery satisfaction index from 47 percent to 97 percent in six months on an annual volume of over 300,000 recovery transactions. He also led the field automotive organization and played a key role in its turnaround.
Rohrer holds a Bachelor of Science Degree, General Business, from Miami University-Oxford, Ohio.