Decatur- Customer Service Manager- Full Time
Long-Lewis Automotive Group•Decatur, AL
•$50,000 - $70,000
About The Position
The Customer Service Manager leads the customer service team and oversees customer interactions, service quality, reporting, training, and the use of customer service tools. The role handles escalated customer issues and works with Service, Sales, Finance, and Maintenance to provide a seamless customer experience. It also ensures service activities comply with dealership policies, industry regulations, and legal requirements.
Requirements
- Experience in customer service.
- At least 2 years of experience in a management role.
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Problem-solving skills and the ability to handle stressful situations.
- Proficiency in customer service software and Microsoft Office Suite.
- Strong organizational and multitasking abilities.
- Customer-focused mindset and passion for high-quality service.
- Ability to work in a fast-paced environment.
- Innovative and proactive approach to improving customer service processes.
Nice To Haves
- Management or a related field preferred.
- Automotive industry experience preferred.
Responsibilities
- Supervise, train, and mentor the customer service team; conduct performance reviews and provide ongoing coaching.
- Handle complex customer issues and complaints, serving as the escalation point and ensuring effective resolution.
- Evaluate and improve customer service procedures, policies, and standards to increase efficiency and customer satisfaction.
- Build and maintain customer relationships, understand customer needs, and provide personalized service.
- Track and analyze customer service metrics and trends; prepare reports for management on successes and areas for improvement.
- Collaborate with Service, Sales, Finance, Maintenance, and other departments to support a seamless customer experience.
- Develop and deliver training for new hires and ongoing training for existing staff.
- Gather and analyze customer feedback and implement changes to improve service quality.
- Oversee implementation and use of customer service software and tools.
- Ensure customer service activities comply with dealership policies, industry regulations, and legal requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
