Customer Relations Representative

Findlay is one of the largest & fastest growing automotive groups in Southwest U.S. Wereseeking top sales talent to help grow our business and keep up with the high demand.

Findlay Mazda is looking for an energetic positive and customer-focused Customer Relationship Representativeto help us create an exceptional experience for every customer who walks through our doors.

This position will play a major role in improving customer satisfaction and CSI across the entire dealership including both our Sales and Service departments. The Customer Relationship Manager will personally engage with customers follow up on their experience help resolve concerns before they become bigger problems and identify opportunities where we can improve as a dealership.

We are not looking for someone who simply answers complaints. We are looking for someone who genuinely enjoys helping people building relationships and making customers feel valued.

Benefits:

• Great working environment
• Paid Training
• Generous incentive and bonus programs
• Paid Vacations
• Medical
• Dentaland Vision insurance
• 401K

Responsibilities

• Personally engage with customers throughout the dealership to ensure they are receiving a welcoming and professional experience.
• Follow up with Sales and Service customers after their visit to make sure they are completely satisfied.
• Proactively identify unhappy or frustrated customers and work with dealership management to resolve concerns quickly.
• Help prevent negative surveys and online reviews by addressing customer concerns before they escalate.
• Monitor customer feedback CSI results surveys and online reviews to identify trends and opportunities for improvement.
• Contact customers who provide negative or neutral feedback to better understand their experience and assist with resolution.
• Work directly with the General Manager Sales Managers Service Director Service Advisors and other dealership leaders to improve the overall customer experience.
• Provide regular feedback to management on recurring customer concerns and areas where additional training or process improvements may be needed.
• Help create a culture where every employee understands that customer satisfaction is everyones responsibility.
• Recognize positive customer experiences and employees who consistently deliver exceptional service.
• Maintain accurate records of customer contacts concerns resolutions and follow-up activity.
• Assist with special customer events dealership outreach and customer retention initiatives.

Skills / Requirements

• The ideal candidate will:

  • Have excellent communication and people skills.
  • Be naturally friendly outgoing professional and approachable.
  • Have a strong passion for helping people and solving problems.
  • Be comfortable handling difficult conversations and frustrated customers.
  • Have the ability to remain calm and professional in challenging situations.
  • Be highly organized and able to manage multiple customer concerns and follow-ups.
  • Have strong phone email and written communication skills.
  • Be able to work independently while also partnering with multiple departments.
  • Have previous customer service hospitality automotive retail or relationship-management experience preferred but not required for the right person.
  • Be comfortable using CRM systems email customer survey platforms and online review sites.

At Findlay Mazda we believe the customer experience is one of the most important parts of our business. We are committed to creating a dealership where customers want to return employees are proud to work and problems become opportunities to improve.

This is a unique opportunity for someone who wants to make a real impact on the culture and customer experience of an entire dealership.