Kendall Subaru Customer Experience Manager

Kendall Auto Group•Marysville, WA

About The Position

Kendall Auto Group is one of the largest family owned and operated dealers in the Pacific Northwest and premier employer in Marysville. We are looking for a Customer Service Manager to join our Kendall Subaru team. The Customer Experience Manager is the dealership’s goodwill ambassador and fulfills the dealership’s customer relations policies in an effort to build and retain a loyal customer base.

Requirements

Candidates must be willing to work weekend and evening shifts
have the capacity to operate a wide variety of vehicles including cars, trucks, and vans, including hybrid models
have a good driving record and valid driver license.

Responsibilities

Work with the sales and service departments to ensure that post-sale/service customer contacts are made and that updated files are kept on all customers.
Assists in resolving customer complaints which cannot be handled by sales/service people or managers.
Coordinate all manufacturer and internal customer follow-up programs.
Report dealership NPS scores for Sales and Service to management.
Prepare weekly and monthly reports on NPS rankings in the dealership. This includes:
Current zone and region standings
Significant changes in customer ratings and possible contributing factors
New customer satisfaction ratings
The dealership’s achievements with customer satisfaction
Case histories of customer problems and how they were handled.
Provide training in group and individual settings so all departments are aware of customer service standards.
Handle all Customer Concerns first… if you cannot resolve, see the GSM or Service manager for immediate resolution.
Monitor all CRM emails, phone calls and letter communications regarding CSI for sales and for Service
Working with the Mangers to resolve any issues and close the loop for follow up with the customer. Document all communications in DriveCentric.
Apology letters and or emails will be personalized. No form, letters or templates for auto response.
Make a 7-day follow up CSI call.
Responsible for attending and participating in new hire and existing training of front line employees, keeping NPS and Certification initiatives in front of all employees.
Post both daily and monthly scores in employee accessible areas including break room, technician locker room etc.
Weekly in advance schedule all CSI underperformers in for a training meeting, mandatory attendance if they are below the district average. If an employee fails to attend without permission of the General Sales Manager or Service Director, this will be cause for disciplinary action such as a write up.
Monitor all daily delivery checklists returned and signed by the salesperson, customer and Manager. A monthly list will be maintained.
Responsible for training of all employees in superior customer service to include telephone receptionist and cashiers.