Customer Satisfaction Supervisor

Lithia & Driveway • Medford, OR

12d • $50,000 - $75,000

About The Position

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

Benefits

• Competitive pay
• Medical, Dental, and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED