Customer Experience Manager
Customer Experience Manager
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$ 45000 - 58000
1 Vacancy
Job Description
The Ed Napleton Automotive Group is looking for our next Customer Experience Manager. This is an exciting opportunity in a growing fast-paced industry. Located atNapleton Westmont PorschetheCustomer Experience Manager is the leader of the Customer Service Team within Napletons dealerships. This role revolved around attracting developing and retaining great talent and creating an exceptional service experience for our customers.
Take advantage of this rare opportunity to join one of the countrys largest and most successful automotive dealership groups and Apply Today!
The Ed Napleton Automotive Group is affiliated with over 25 brands of new vehicles and 50 dealerships throughout seven states. Our strength comes from the more than 3500 employees nationwide. We are currently the tenth largest automotive group in the country providing incredible growth opportunity.
What We Offer:
- Compensation opportunity in the $45000-$58000 range
- Family Owned and Operated 90 years in business!
- Medical Dental and Vision Insurance
- 401K and additional benefits
- Accrued Vacation Time
- Paid Training
- Discounts on products services and vehicles
- Growth Opportunities
Job Responsibilities:
- Greet customers in the show room and the service lane.
- Spearheads resolution of all customer concerns in both the Sales and Service departments handling the process for open case alerts and resolution in Passion.
- Daily analysis of dealershipCSI metrics via Passion site.
- Responsibility for all dealership maintenance initiatives including overall facility cleanliness and amenity offerings. Emphasis on ensuring that amenity offerings are indicative of a luxury brand is essential.
- Oversee accuracy of customer information in DMS and CRM.
- Regularly analyze dealership web presence for ease of customer use.
- Awareness of telephone and email etiquette of fellow team members and training of these basic business disciplines when needed.
- Coordination of the dealerships reputation management strategy including daily monitoring of common customer review sites such as Google Yelp Dealer Rater and Facebook. Ensure an acceptable response time is achieved and internal escalation process is enacted when needed.
- Represent dealership as community outreach specialist.
- Conduct customer follow-up calls and emails after service visit.
Job Requirements:
- High School Diploma or equivalent.
- 1 year of experience in a customer experience managerial role (preferably in a dealership setting)
- Exemplary people skills
- Outstanding communication abilities both written and verbal
- Conflict resolution proficiency
- Superb organizational skills
- Data analysis and action planning aptitude
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws
Required Experience:
Manager
Employment Type
Full-Time
