CX Supervisor, Service- Las Vegas, NV

Velocity Vehicle Group•Las Vegas, NV

6d•$65,000 - $80,000•Onsite

About The Position

The Customer Experience Supervisor will manage the book of business within an assigned territory. In this role, you will be responsible for collaborating with upper management to lead the overall customer experience within your region and build strong relationships to grow your book of business. You will be tasked with identifying events in the local market that will maximize VVGs brand exposure. You will also be measured and rewarded by your ability to maintain relationships, and cumulative sales.

Requirements

Excellent verbal and written communication skills.
Ability to work well alone and with teams
Excellent interpersonal and customer service skills.
Excellent sales and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to function well in a high-paced and at times stressful environment.
Proficient with Microsoft Office Suite or related software.

Responsibilities

Supervise Service Advisors on team, including time off requests
Liaison between shop and office updates
Manage team WIP
Dispatch repair orders to team
Capture reasons for missing 24-hour TPT in Shopped and create weekly action plans with continuous improvement tools
Create estimates
Follow up on Medallia surveys
Ensure Express Assessment dashboard accurately reflects current status
Provide administrative support to foremen
Ensure customers receive daily updates
Ensure advisors are answering customer calls
Work with parts for ETAs on backorder parts
Updating Service Advisors on repair status changes
Coach advisors to be customer driven
Ensure department GP meets or exceeds expectations to deliver successful outcomes.
Inspire and develop a striving team that continuously desires to perform above expectations
Maximize each day of the month to proactively game plan successful performance execution
Enforce service office staff process and high expectation to deliver consistency and quality
Utilize team strengths and weaknesses to action plan process improvement
Effectively manage teamwork in process
Promote world class customer experience and consistency from the eyes of a customer
Proactively utilize customer feedback to detect gaps and improve process, communication and efficiency
Take charge in making decisions for issues that will result in driving prospective business and prevent escalation for conflict when needed
Coach service staff to become customer advocates with compassion to customers at a fair value
Identify Service Advisor strengths and provide positive feedback, continue to develop these strengths
Recognize Service Advisor opportunities for improvement and provide constructive feedback and action planning
Drive Customer Uptime day in and day out
Foster continuous improvement projects to maintain innovative at all times
Actively engage all to have a customer focused approach
Ensure front service driver is attended to in a timely manner
Proactively utilize data and tools available internally and through DTNA to improve overall efficiency
Provide estimates for advisors to present to customers at a fair value to the customer
Strategically allocate repair orders to shop to maximize customer uptime