Description

CUSTOMER SERVICE MANAGER (CSM) JOB DESCRIPTION:

The CSM role is overseeing and managing the Customer Experience at every customer touch point; from an in store visit to our social media platforms. Customer Experience should be viewed as an asset and investment, rather than a cost/expense. Our return on investment is retention and loyalty. Our customers become our influencers.

Available Benefits:

• Medical, Vision, and Dental Insurance, subject to eligibility requirements of the applicable benefit plan
• Voluntary Short Term Disability Insurance, subject to eligibility requirements of the applicable benefit plan
• Voluntary Accident Insurance, subject to eligibility requirements of the applicable benefit plan
• Critical Illness Insurance, subject to eligibility requirements of the applicable benefit plan
• Hospital Indemnity Insurance, subject to eligibility requirements of the applicable benefit plan
• 401k plan, subject to completion of the introductory period and other eligibility requirements

Paid Time Off:

• All employees earn 1 hour of paid time off for every 40 hours worked in compliance with the applicable state paid sick leave law.
• Following 36 months of continuous service, full-time employees will earn an additional 40 hours of RAG PTO on each anniversary date to be used prior to the next anniversary date. Following 120 months of continuous service, full-time employees will earn 80 hours of RAG PTO on each anniversary date to be used prior to the next anniversary date.

CSM DAILY DUTIES:

• Interact with customers throughout the day, engage them about their experience.
• Do a morning review of our parking lots, showroom, coffee bar, restrooms, and all other common areas to verify they are ready, clean, orderly, and free from trash, debris, and clutter. Direct and help the lot attendants on found deficits.
• Hold weekly meetings with lot attendants to set dealership expectations and maintain a high degree of accountability with porter Daily Discipline Checklists.
• Hold daily meetings with the GM, keeping the areas they are overseeing highly visible. (5-7 minute standing meeting, top priorities only meeting).
• Attend weekly CSM Group Zoom meetings. Bring ongoing concerns and ideas as how to best solve them.
• Complete weekly and month-end CSI/SSI by employee reporting. Identify employees not meeting CSI/SSI standards. Do monthly corrective action write ups and terminations with GM (employees that fall below district CSI/SSI standards for 120 days).
• Attend weekly department head meetings, bring MTD CSI/SSI by employee reporting. Present customer experience issue to the group for team collaboration and present some possible solutions to those issues.
• Follow up with all New and Used car customers who had We-Owe work promised prior to making Dealer Socket follow up calls.
• Complete all Dealer Socket follow up calls post sale (new cars) and post service (survey eligible) to determine customer level of satisfaction and encourage completion of customer survey.
• Check and connect throughout the day all social media platforms (Facebook, Instagram, YouTube etc.):
• Respond to all customer messages.
• Facilitate communication to sales and/or service staff.
• CSM to track monthly sales and service loyalty, provide reporting to department heads monthly. Provide information on defections for the month.
• CSM to collect the Active Delivery logs weekly and compare to closed customer pay visits for each week.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Qualifications