CUSTOMER EXPERIENCE MANAGER
Busy dealership is looking for a Customer Experience Manager with a proven track record for exceptional customer satisfaction and obtaining HIGH CSI levels. The right candidate will posses an outgoing personality and willingness to go hands on to get the job done. Candidate will be in the center of the daily activities occurring in the service lane, assisting the Service advisors, Greeter, and the shop Forman. The candidate will also be responsible for the accurate execution of GM’s policy and procedures for vehicle write-up and inbounding. You will also write repair orders during peak customer volume periods. Minimum of 5 years’ experience as a Service Adviser required.
JOB DESCRIPTION
Controlling flow of customers through the Service Lane
Assure customers are greeted in a timely manor
Ensure customer has a positive dealership experience.
Handling any customer issues that arise both in the Service Lane and on phone
Assist Advisors writing repair orders during peak times
Assist advisor in getting Extended warranty, tire program approvals from companies over the phone.
Monitor service advisor’s procedures and answer their questions
Monitor Dealers Customer Care Cases and following through to resolution
Updating Manufacture Customer Care Cases through Web Portal
Correspond with contacts for our State and County Government contract vehicles
Work with shop Forman to ensure vehicles are repaired in a timely manor
Work with BDC Manager to assure work schedule is at its full potential for shop production
Assist Receptionist with Loaner Car program, monitor loaner appointments
Cover for Cashier and Advisors for Vacation, Personal days, and sick days
Qualifications:
Experience as a Dealership Service Adviser is preferred
CDK is preferred but not required
Positive attitude and CSI focused
Salary and bonus is commensurate with experience
Job Type: Full-time
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Please submit your resume for consideration