Customer Relations Manager

4 days ago

Markham, Canada Pfaff Automotive Full time

Customer Relations Manager

BMW Markham Markham ON L3R 5M2
**Who We Are
**At Pfaff Automotive Partners, we’re united by a passion for cars, and we’re as crazy about them. It’s about more than just selling and servicing cars. We’re passionate about long-term relationships with our teammates, clients, and communities. We love driving the cars we sell, and we love the people that own and drive them.

Now, in partnership with Lithia and Driveway, North America’s second-largest publicly-traded dealership group (NYSE:LAD), We are focused on making, buying, and servicing a car and or motorcycle as easy as possible - with a diverse set of brands and deep e-commerce capabilities that provide modern customers an unlimited range of options to suit their needs and lifestyles.

**Reports to**:
General Manager

**Summary**

This position is responsible for oversee ing the function, development and success of the Customer Relations Team and employees in conjunction with ensuring premium customer experience to Pfaff’s Customer base by way of proactive customer contact.

**Duties and Responsibilities**
- Lead customer relations process management by observing, installing, and training approved CR M processes, to ensure our customer’s perspective comes first.
- Develop accountable, continuous improvement plans for Customer Relations Specialists, by observations and conducting coaching sessions.
- Gather accurate customer information to create a database for continual follow-up and retention.
- Build and maintain knowledge of product information, current Service offerings, and dealership and manufacturer events and promotions.
- Investigate ways to leverage the CRM software to manage the inbound inquiry and outbound contact to that will make the team more efficient.
- Closely track trends, and workloads to capitalize on areas that add value to the customer and ensure operational expectations are met.
- Continually managing, reviewing and reporting KPI performance with the Service Team.

**Skills and Qualifications**
- Must have experience in management or supervisory role within a call center environment.
- Experience in automotive industry an asset.
- Experience with CRM skills, CDK, Reynolds, ISPA and Dealermine is an asset.
- Excellent interpersonal, communication (verbal & written English) and customer service skills.
- Excellent problem-solving and conflict resolution skills in order to resolve customer issues.
- Proactive forward thinker.
- Ability to adapt to a flexible schedule.
- Ability to prioritize and organize work in a multi-tasked environment.
- Familiar with coaching models from a development perspective
- Ability to work efficiently and effectively under pressure with simultaneous deadlines.
- An inherent affinity towards automobiles.
- Detail oriented and excellent organization and multi-tasking skills.
- Ability to maintain confidentiality of pertinent data.

**What’s in it for you
**In addition to a fast-paced, exciting environment that rewards the entrepreneurial spirit, we offer excellent pay plans, benefits packages for full-time employees, professional training and development, and advancement opportunities throughout our dealer group, such as:

- Discounted programs to enhance employee experience
- Enhanced vacation policy, based on tenure
- Track Days & Budget Car Track Challenge
- Seasonal Employee Events
- Support in career advancement
- Robust training and development programs
- RRSP/DPSP/TFSA
- Company paid Life Insurance, Accidental Death & Dismemberment
- Comprehensive Health and Dental and extended Health Care
- Employee Assistance Program
- Tuition Reimbursement

If you are passionate, customer focused, and thrive in a team environment, we encourage you to apply. We thank all applicants for their interest in Pfaff Automotive Partners - please note due to the volume of applicants, only those selected for an interview will be contacted.

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