Customer Satisfaction Supervisor

Lithia & Driveway

12d

About The Position

Driveway is where car buying and selling meets convenience—with no haggling, no pressure, and no leaving your couch. We’re the digital retail arm of Lithia & Driveway (LAD) and we’re on a mission to make car ownership easy, transparent, and dare we say... enjoyable. Backed by a network of nearly 300 dealerships across the U.S, Driveway blends the best of tech and human touch to deliver a smarter, smoother experience. We’re big on innovation, big on people, and always driving forward. Come ride with us! Customer Satisfaction Supervisor The Driveway Customer Satisfaction Supervisor is responsible for building, leading, and inspiring their teams to deliver an unparalleled customer experience post purchasing process. This position will be responsible for reaching and maintaining exceptional Customer Resolution. The Driveway Satisfaction Supervisor manages the activities of Driveway Customer Satisfaction Agents, and assists in their training, cross-training, and development.

Requirements

Sense of urgency
Ability to see the bigger picture and think strategically
Record of identifying areas of process optimization and driving continuous improvement
Strong client-facing and communication skills
High School diploma or Equivalent
3-5+ years of Customer Service Leadership
Exceptional written and verbal communication skills
Demonstrates success in partnering with other groups within an organization to put together best practices ensuring a united front to the customer

Responsibilities

Directly manage a team of Customer Satisfaction Representatives, including but not limited to hiring, managing performance, communicating expectations, developing individual and team goals, and problem resolution to ensure high employee retention and satisfaction
Collaborate with other teams to align on key processes and ensure an excellent customer experience is being delivered to earn customers for life
Take ownership of customer requests and escalations, and tenaciously follow problems through to resolution
Be a change agent that will drive continuous optimization, standardization, and high performance
Establish, track, analyze, report, and optimize customer service performance based on quantitative measures focused on issue type and volume, response time, inefficient use of time, and staffing optimization
Understand priorities and manage staff workload to provide the highest level of support and responsiveness to customers
Manage account data integrity across CRM and multiple ERP systems
Additional responsibilities as needed