Customer Relations Manager

Job Summary:

The purpose of this position is to ensure customer satisfaction and retention for new, certified and preowned vehicle sales as well as service. The Customer Relations Specialist ensures loyalty and advocacy from our customers both internal and external.

Benefits: 

• Medical- 4 plans (BCBS)
• Dental
• Vision
• Term Life
• Company-paid Term Life
• STD/LTD
• Accident indemnity rider
• PTO / Sick days (annually)
• 401(k) with an employer match
• Employee Assistant Program
• FMLA / Maternity/Paternity Leave
• Bereavement Leave

Essential Functions:  (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.) 

Duties and Responsibilities: 

• Handles difficult client issues in sales and/or service, a.k.a. “heat cases.”
• Coordinates and facilitates all manufacturer, customer appreciation/clinic, and other events throughout the year.
• Serves as customer relations representative in offsite events as needed, even outside of normal work schedule.
• Identifies areas of needed improvement by monitoring client feedback as a basis for resolution and continuous improvement.
• Contacts customers via phone and email to ensure satisfaction. 
• Maintains client feedback records and develops strategies to implement best practices.
• Compiles data and submits reports regularly and as needed to management.
• Communicates with the General Manager and Customer & Community Relations Director regularly to share data and develop solutions, set goals and correct any ongoing issues.
• Maintains database of employee photos and updates staff website photos regularly.
• Assists the GM with coaching staff on customer service best practices to enhance the image of the dealership and strengthen manufacturer customer satisfaction scores/ratings.
• Monitors, posts and comments on online review sites and social media sites on behalf of the dealership as needed.
• Provides monthly content for dealership customer e-newsletters.
• Ensures excellent customer experiences are maintained.
• Ensures proper managers have received copies/notice of any written complaints.
• Keep records of all customer complaints and solutions. 
• After gathering a complaint, contacts the appropriate personnel and follows up with all parties involved to determine what actions were taken. Continues follow up until complaint is completely resolved. 
• Serves as a store level compliance liaison by monitoring Red Flag and Safeguard compliance issues, completing a monthly checklist, and reminding staff of best practices.  Sends checklist to GM and Compliance Coordinator/Chief Compliance Officer. Reaches out as needed to the corporate compliance team with any concerning issues or questions.
• Adheres to all company policies, procedures and safety standards.
• Excellent written and oral communication skills.
• Proficient in Microsoft Office products.
• Performs other duties as assigned.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Vision: Clarity of vision at 20 inches or less
• Stand: Remaining on one’s feet in an upright position at a workstation without moving about 
• Walking: Moving about on foot 
• Lifting: Raising or lowering an object including files from one level to another (includes upward pulling) 10 – 25 lbs 
• Carrying: Transporting objects, usually holding in the hands or arms.
• Reaching: Extending hand(s) and arm(s) in any direction
• Stooping: Bending body downward and forward by bending spine at the waist, requiring full use of the lower extremities and back muscles 
• Fingering: Picking, pinching, or otherwise working primarily with fingers rather than with the whole hand or arm as in handling 
• Talking: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or to the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly