Customer Service Manager

The Automotive Customer Relations Manager works closely with department managers to develop and implement a customer relations program aimed at fostering and retaining a loyal customer base. Serving as the dealership's goodwill ambassador, you will play a pivotal role in ensuring customer satisfaction and enhancing the overall customer experience. Your primary responsibilities will include resolving customer complaints by coordinating factory assistance when dealership resources are insufficient. You will also oversee the preparation of new vehicles for delivery, ensuring that customers are well-informed about warranty details, maintenance schedules, and the proper use of vehicle features, especially those related to safety. Additionally, you will coordinate customer follow-up initiatives and work in tandem with salespeople to ensure timely post-sale customer contacts. As the Automotive Customer Relations Manager, you will schedule and confirm service appointments for new customers facing mechanical issues, following up with all parties post-repair. You will be responsible for preparing monthly reports on customer satisfaction levels within the dealership, analyzing results from factory-generated surveys, and discussing customer satisfaction standings with the general manager and department heads. Maintaining a detailed case history file of customer complaints and resolutions, you will review post-sale service cases with the service manager regularly. You will also compile the dealership's customer satisfaction accomplishments, assist service customers during peak service hours, contribute articles to customer newsletters, and attend various meetings within the dealership. The ideal candidate for this role should have a minimum of 7 years of relevant work experience and exhibit a professional demeanor at all times. Other duties may be assigned as needed. This is a full-time, permanent position that requires in-person work at the specified location.,