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Open nowPosted 1564 days ago

Customer Service Manager

Rairdon Auto Group74 open roles

Pay
$45,000 – $60,000 a year
Where
Kirkland, Washington, United States
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Your applicationOpen nowCustomer Service ManagerRairdon Auto Group · Kirkland, Washington, United States

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: posted 1564 days ago

The posting

Overview

CUSTOMER SERVICE MANAGER (CSM) JOB DESCRIPTION:

The CSM role is overseeing and managing the Customer Experience at every customer touch point; from an in store visit to our social media platforms. Customer Experience should be viewed as an asset and investment, rather than a cost/expense. Our return on investment is retention and loyalty. Our customers become our influencers.

CSM:

  • A direct report to the Dealerships General Manager
  • Is a Department Head position
  • Contact customers with open concerns within 15 minutes and resolve concerns within 1 hour.
  • Has authority to make customer resolution decisions up to $500 without preapproval from other managers.
  • Focused on everything that effects Customer Experience.

CSM DAILY DUTIES:

Customer engagement:

Interact with customers throughout the day, engage them about their experience.

Morning disciplines:

Do a morning review of our parking lots, showroom, coffee bar, restrooms, and all other common areas to verify they are ready, clean, orderly, and free from trash, debris, and clutter. Direct and help the lot attendants on found deficits.

Setting a High Standard:

Hold weekly meetings with lot attendants to set dealership expectations and maintain a high degree of accountability with porter Daily Discipline Checklists.

GM Meeting:

Hold daily meetings with the GM, keeping the areas they are overseeing highly visible. (5-7 minute standing meeting, top priorities only meeting).

CSM Group Zoom:

Attend weekly CSM Group Zoom meetings. Bring ongoing concerns and ideas as how to best solve them.

Reporting:

Complete weekly and month-end CSI/SSI by employee reporting. Identify employees not meeting CSI/SSI standards. Do monthly corrective action write ups and terminations with GM (employees that fall below district CSI/SSI standards for 120 days).

Department Head Meeting: Attend weekly department head meetings, bring MTD CSI/SSI by employee reporting. Present customer experience issue to the group for team collaboration and present some possible solutions to those issues.

We-Owe with worked promised:

Follow up with all New and Used car customers who had We-Owe work promised prior to making Dealer Socket follow up calls.

Customer Follow-up:

Complete all Dealer Socket follow up calls post sale (new cars) and post service (survey eligible) to determine customer level of satisfaction and encourage completion of customer survey.

Social Media:

Check and connect throughout the day all social media platforms (Facebook, Instagram, YouTube etc.):

Respond to all customer messages.

Facilitate communication to sales and/or service staff.

Loyalty & Defection Tracking:

CSM to track monthly sales and service loyalty, provide reporting to department heads monthly. Provide information on defections for the month.

Active Delivery (Service Drive):

CSM to collect the Active Delivery logs weekly and compare to closed customer pay visits for each week.

Pay: $45k-$60k annually

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.

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