Porsche Gold Coast is seeking for a customer oriented Customer Experience Manager to join our team! We are committed to hiring and retaining the best people in the industry to work on the best vehicles in the industry.

The Company: Porsche Gold Coast is located in the heart of Long Island in Jericho, NY. We are the largest Porsche dealer in NY and the Northeast. Over the years, we have grown significantly to become in the Top 5 dealers in the nation specializing in new and pre-owned Porsche's, as well as other pre-owned luxury, highline and exotic automobiles. we are a full-service dealership offering the best in Sales, Service and Parts.

The Team: Our Team is comprised of energetic, experienced and knowledgeable personnel with the enthusiasm and entrepreneurial spirit to succeed. Our dealership is a ell-known destination for car enthusiasts for many years and has established its business based on its mission to provide the highest quality vehicles to its customers through exemplary customer service.

General Responsibilities

• The Dealer Customer Experience Manager (DCEM) is a champion for the customer, working inter-departmentally to maximize the Customer Experience.
• Spearheads resolution of all customer concerns in both the Sales and Service departments, handling the process for open case alerts and resolution in Passion.
• Daily analysis of dealership CSI metrics via Passion site. DCEM should be the dealership’s point person for identifying opportunity areas and suggesting process improvements. Associate recognition for exceptional customer satisfaction performance as well as mentoring for underperformers should be part of DCEM’s role. DCEM meets weekly with dealership management to discuss CSI performance and roadmap improvements.
• Responsibility for all dealership maintenance initiatives including overall facility cleanliness and amenity offerings. Emphasis on ensuring that amenity offerings are indicative of a luxury brand is essential. Education about, and adherence to, sanitization processes for all customer and employee touch points will be the responsibility of the DCEM.
• Oversee accuracy of customer information in DMS and CRM (including C@P), providing staff with unique opportunities to ‘surprise and delight’ customers and strengthen relationships. Accuracy of information will allow for more effective use of internal databases for marketing initiatives as well.

• Regularly analyze dealership web presence for ease of customer use. DCEM keeps dealership website current with associate bios and accurate information/specials.
• Awareness of telephone and email etiquette of fellow team members and training of these basic business disciplines when needed. DCEM may conduct mystery shops regularly to fully understand the experience from the customer viewpoint.
• Coordination of the dealership’s reputation management strategy including daily monitoring of common customer review sites such as Google, Yelp, Dealer Rater and Facebook. Ensure an acceptable response time is achieved and internal escalation process is enacted when needed. Use of Porsche Reputation Management Scorecard and third-party alert software such as Friendemic/Catalyst to monitor dealership performance.
• Selection of customer appreciation giveaways in both the sales and service departments. DCEM coordinates ‘surprise and delight’ gifts, including sourcing and inventory.
• Represent dealership as community outreach specialist. DCEM actively looks for opportunities for the dealership to integrate within the community to increase sales and marketing opportunities while strengthening community relationships.

Service Responsibilities

• Handle service appointment setting or provide assistance to Service Advisors for this function when necessary.
• Assist with customer greeting upon arrival in service lane and active delivery at time pick-up.
• Conduct customer follow-up calls and emails after service visit.
• Coordination of dealership PAYS efforts including scheduling of pick-up and delivery of customer vehicles and communication with customers throughout process.
• Acting as PMAP coordinator. Responsibilities to include handling of vehicle reservations, contract execution, monitoring vehicle maintenance/cleanliness and overseeing month-end warranty reconciliation. Proficiency in TSD is necessary. DCEM to work with Service Manager and Warranty Administrator to maximize PCNA reimbursement for loaner fleet use.
• Collaborate with service advisors on proactive response to customer concerns.
• Conduct email marketing campaigns announcing service specials or upcoming seasonal and holiday sales/events.
• Inform sales personnel of upcoming service appointments 24 hours in advance to allow sales professional/manager to reconnect with customer while on property for service visit.
• Coordination of the special order parts (SOP) process, including appointment setting for installation of SOP and communication with customer on estimated arrival, etc.
• Manage the daily activities of valets, greeters, drivers and service receptionists.
• Quality control for customer and loaner vehicle cleanliness. Spot check vehicles daily to ensure cleanliness meets Porsche standards.
• Delivery of customer appreciation items after service visit (branded water, thank-you cards and snack bags).
• Presentation and upkeep of retail merchandise display. Coordination with Parts Manager on ordering and inventory of retail items.
• Coordination with Service Manager on utilization of Porsche Dealer-to-Customer Goodwill programs for customer satisfaction.

Benefits Porsche Gold Coast proudly offers extensive, competitive and well-rounded benefits packages including, Medical, Dental, and Life Insurance to our employees. We value the special talents and resources that our employees provide us, and we know that without their satisfaction and dedication our continued success would not be possible.

Qualifications Excellent customer service, organizational, and cashiering skills Self-motivated, goal-oriented, and enthusiastic presence in a team environment Strong written and verbal communication skills. Professional appearance and work ethic.

Contact Us: This Position is available immediately. to be considered, please send your cover letter, resume and salary history/requirements'

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Weekly day range:

• Monday to Friday
• Weekend availability

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 3 years (Preferred)

Work Location: One location