Customer Service Manager

Penske Automotive Group
Chantilly, VA
Oct 26, 2021
Oct 28, 2021
Full Time
Summary/Objective The CSI/Customer Service Manager supervises the activities of the Customer Service team who assist achieving and maintaining the overall positive rating of our dealership's Customer Service Index by ensuring the highest level of satisfaction to customers. This position works with sales, service, production, and administrative departments to ensure overall customer satisfaction and increase sales. Essential Functions * Directs and schedules the work of all Customer Service Representatives, coordinating across multiple departments * Monitors daily productivity reports and corresponding payroll record * Acts as a player/coach, required to perform the duties of the Customer Service Representatives as required * Acts as the "second tier" for customer complaints, is an advocate for the customer * Deals with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show the company's commitment to excellent customer service and to increase customer satisfaction and loyalty * Assists with answering customer inquiries and problems by routing customer to the appropriate contact and or department * Serves as a liaison between the dealership and its customers and represents the dealership at various public relations events * Assists service customers during the morning service rush, when possible * Conducts telephone and in-person transactions courteously and promptly * Supervises all vehicle deliveries, ensuring each customer is informed of the vehicle's warranty details, maintenance requirements, and features, particularly those related to safety * Introduces customers to service and parts personnel, indicating shop location and hours of operation * Follows up with all sales and warranty customers within 48 hours to ensure customer satisfaction * Develops and monitors the results of a dealership customer service questionnaire * Implements customer satisfaction programs * Administers Customer Satisfaction Index (CSI) questions to customers and decipher the outcomes of those questionnaires * Communicates results of CSI to management and employees by defining scores and grading dealership based on graded scale * Strives for high ranking on manufacturer surveys. Monitors results frequently * Informs salespeople of their individual performance scores and makes suggestions for improvement as needed * Understands the terminology of the automobile business and keep abreast of technology changes in the product * Follows all attendance and punctuality standards with adherences to timekeeping standards; Employees are required to record the beginning and ending times of any shift, meal break or departure from work for personal reasons * Follows the Company Code of Business Ethics and Conduct * Understands and follow all work rules and procedures and follows lawful directions from Supervisors * Upholds the company's non-disclosure and confidentiality policies and agreements * Maintains a professional appearance for self and subordinates in accordance with company policy * Attends pertinent training and stay current with the sales department concerns and sales techniques * Attends company meetings as required * Other duties as assigned Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice EEO Statement The Company is committed to hiring a diverse and qualified workforce. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information. Competencies * Ability to effectively hire personnel required to meet departmental and organizational goals * Ability to manage, including disciplining and terminating personnel as required, to meet departmental and organizational goals * Ability to effectively lead a team to achieve departmental and organizational goals * Strong organization skills and ability to multi-task * Exceptional customer service skills * Ability to provide training on customer service best practices to other employees * Excellent communication skills, both oral and written, with the ability to effectively communicate with customers via face-to-face, phone, or by other means of communication * Ability to define problems, collect data, establish facts, and draw valid conclusions. * Ability to process data and organize it for management analysis. * Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. * Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. * Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages * Ability to understand and follow work rules and procedures * Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form * Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions * Ability to interact well with others and be a positive influence on employee morale throughout the organization Supervisory Responsibility Yes Work Environment/Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Light Work- lifting no more than 20 pounds at a time and/or frequent lifting or carrying of objects weighing up to 10 pounds. This position requires a good deal of walking or standing 50 percent of the time or greater will stand and move throughout the dealership facility (lot, showroom, service department, offices) for most of the shift This position may involve long periods of sitting with some pushing and pulling of arm or leg controls This position requires the ability to climb stairs and may be required to stoop, and kneel infrequently This position requires the ability to hear and talk This position is primarily located in an office environment, with heating and air conditioning but the position requires the ability to meet with customers outside and may be subject to extreme cold or heat for short periods of time Position Type/Expected Hours of Work Works evening, weekend, and holiday hours as required. Required Education and Experience High school diploma or the equivalent, and one to two year's related experience. Preferred Education and Experience Associate's degree (A. A.) or equivalent and two year's or more related experience and/or training; or equivalent combination of education and experience. Prior supervisory experience is preferred

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