What are the responsibilities and job description for the Customer Communications Manager position at Lithia Home Office?
Dealership:
L0105 Lithia Home OfficeCustomer Communications Manager
Location: Medford, OR (Ideal); open for remote
Compensation: The full salary range for this position is $65,000-$95,000 annually. The anticipated starting pay for this role is $65,000-$85,000, based on factors such as skills, experience, and internal equity. Final compensation will be determined through the interview process and in accordance with applicable pay equity and transparency laws.
The Customer Communications Manager leads a dynamic team that serves as the primary point of contact for all accounting-related shared services. This role is pivotal in delivering exceptional customer service to both internal and external stakeholders, ensuring timely and effective support with an emphasis on one-contact resolution.
What You'll Do:
Customer Communications
Manage a dynamic communications function serving our internal and external customers, leveraging different communication channels including chat, email, and the Service Now platform to drive our mission of one-contact resolution for our over 300 locations in US and Canada
Ensure efficient and effective customer experience for our customers
Collaborate with accounting-related shared service teams in escalating and resolving customer issues, questions, or concerns
Oversee call center
Customer Service Performance Measurements
Develop and maintain actionable performance metrics which provide robust reporting to around performance effectiveness and quality of communications and customer interactions
Analyze data to identify training and performance opportunities that can be used by our accounting-related shared service teams to determine effectiveness of services, identify training opportunities and maintain support to our stores
Provide standardized reporting to accounting-related shared service team leaders
Provide call center metrics to ensure quality and efficiency is met.
Ensure teams are meeting customer experience expectations
What You'll Bring
Education: Bachelor’s degree in Accounting, Finance, Business Administration, or a related field required
Experience: 3-5 years call center experience, leading a team within this environment highly preferred
Skills & Competencies: business acumen, analytical thinking, and decision-making. Customer-focused with a commitment to process optimization and operational excellence. Strong communication, interpersonal, and relationship management skills.
Technical Proficiency: Skilled in Microsoft Office suite (Word, Excel, PowerPoint, Outlook, Teams); Experience with ServiceNow highly preferred.
We offer best in class industry benefits:
Competitive pay
Medical, Dental and Vision Plans
Paid Holidays & PTO
Short and Long-Term Disability
Paid Life Insurance
401(k) Retirement Plan
Employee Stock Purchase Plan
Lithia Learning Center
Vehicle Purchase Discounts
Wellness Programs
High School graduate or equivalent, 18 years or older required. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements .
Salary : $65,000 - $95,000