Automotive Customer Service/CSI Manager

Napleton Corporate•Oakbrook Terrace, IL

2d•Onsite

About The Position

The Ed Napleton Automotive Group is seeking a Customer Service/CSI Manager for automotive retail, based at Napleton’s Oakbrook Terrace Office. The role handles customer service functions and processes across the organization and ensures prompt, professional follow-up. The company is affiliated with more than 25 vehicle brands and over 50 dealerships across seven states, with more than 3,500 employees nationwide.

Requirements

At least 5 years of customer service management experience.
Strong customer focus and enthusiasm for a 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 is preferred.

Responsibilities

Manage day-to-day operations in the customer service department.
Review manufacturer customer service surveys and follow up with locations to ensure high-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 needed.
Follow problems through to resolution.
Maintain accurate records and document customer service actions and discussions.
Stay informed about current industry techniques and methods.
Prepare and discuss company-wide weekly metrics.