Customer Relations Representive

Findlay Mazda Henderson•Henderson, NV

7d•Onsite

About The Position

Findlay Mazda is looking for an energetic, positive, and customer-focused Customer Relationship Representative to 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.

Requirements

Excellent communication and people skills.
Naturally friendly, outgoing, professional, and approachable.
Strong passion for helping people and solving problems.
Comfortable handling difficult conversations and frustrated customers.
Ability to remain calm and professional in challenging situations.
Highly organized and able to manage multiple customer concerns and follow-ups.
Strong phone, email, and written communication skills.
Able to work independently while also partnering with multiple departments.
Comfortable using CRM systems, email, customer survey platforms, and online review sites.

Nice To Haves

Previous customer service, hospitality, automotive, retail, or relationship-management experience preferred, but not required for the right person.

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 everyone's 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.