Automotive Customer Service/CSI Manager

Napleton Corporate•Oakbrook Terrace, IL

About The Position

The Ed Napleton Automotive Group is hiring a Customer Service/CSI Manager for automotive retail, based at Napleton’s Oakbrook Terrace Office. This role manages customer service functions and processes, ensuring quick and professional follow-up. The position is part of a growing, fast-paced industry and a dealership group affiliated with over 25 vehicle brands and more than 50 dealerships across seven states, with over 3,500 employees nationwide.

Requirements

Five years of customer service management experience.
Strong customer focus and enthusiasm for great customer experience.
Strong verbal and written communication skills.
Strong leadership, coaching, and people development experience.
Proactive and results-oriented, with strong prioritization skills.
Excellent communication and interpersonal skills.
Ability to remain calm and focused in a fast-paced daily environment.

Nice To Haves

Automotive dealership experience.

Responsibilities

Manage day-to-day operations in the customer service department.
Review manufacturer customer service surveys and follow up with locations to ensure top-level customer service.
Train dealership personnel in person and virtually.
Manage dealership reviews.
Handle incoming customer complaints.
Respond to official complaints in writing and in a timely manner.
Collaborate with the legal team as necessary.
Follow problems through to resolution.
Maintain accurate records and document customer service actions and discussions.
Stay informed about the latest industry techniques and methods.