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Customer Service Experience Manager
4 months ago
It's All Good at Applewood
If you can literally hear the Applewood jingle in your head, that means you're either really in tune with the auto industry, or we've done a great job at marketing ourselves
Either way, if you have worked in a customer service management role, this may be the perfect role for you
**The Position**
As the Customer Service Experience Manager you will be the "face" of the operation from a customer standpoint. You will be the to-go person for clients to have that "WOW" experience with the dealership. You have superb customer service skills are love building rapport with all kinds of people. This role requires you to have strong problem solving skills, efficiency/time management in solving issues, empathy, and being able to manage all types of concerns.
You should be able to satisfy the customer's concerns, needs and request. Being able to follow-up and solve issues in a timely manner to deliver a ROCK STAR experience.
You can grow the dealership by building successful, positive, long-term customer relationships.
- Managing portfolio of customer concerns, requests, and feedback
- Developing positive relationships and handling customers’ needs
- Ensuring that all customers leave on a happy note
- Coordinating with all departments for improvements or constructive feedback
- Working closely with management to ensure that communication and needs of the customers are being met
- Managing and tracking our CSI systems
**Responsibilities & Duties**:
- Ensuring that google ratings, reviews, and social media ratings are monitored and addressed.
- The first point of contact when customers are coming into the dealership
- Supporting customers with the correct information, finding or directing them to the appropiate department.
- Monitoring and maximizing the client satisfaction measured by ISI and IPI
- Identifying problems causing customer dissatisfaction, finding solutions, monitor issues, and following up with customers (lobby management)
- Monitor and utilize the customer connection follow-up system
- Observes and coaches team members’ behaviors to maintain high standards of customer service.
- Continuously improving customer experience standards and processes based on feedback
- Coordinating with other departments to ensure smooth customer experience
- Prioritizing customer issues and supporting the experience team to bring them to a satisfactory resolution.
**What You Bring**:
- 3+ years’ Customer Service Experience
- 1+ years' of Management experience
- Data entry and document preparation/organization experience
- Excellent communication and organizational skills
- Strong organization and prioritization skills
- Preferred bachelor's degree
**What You'll Bring**
At Applewood, our core values include:
1. All Applewood Team Members provide exceptional service to their clients and each other, like they would to their favourite Rockstar, Celebrity, or Hero.
2. Applewood Team Members are problem solvers who will work hard to find a way to say “YES”.
3. Applewood Team Members come to work to work. We expect our team members to work smart and hard towards their goals and the dealership goals.
**Why Applewood Auto Group**
Our Team Beats with One Heart, need we say more? We offer a fun environment with an ever-growing company.
**How to Apply**:
You must complete the mandatory personality and behavioural profile. It takes about 25 minutes to complete, so ensure you are free from distractions when completing. Copy and paste or click on this link to start:
At Applewood, we value diversity, equity and inclusion. We welcome all applicants with diverse backgrounds and will never discriminate based on race, religion, gender, identity, age, experience and anything else you can think of. If you need any special accommodation during our recruitment process, please let us know. We are more than happy to assist.
**Application Process**:
Sounds good to you? Go ahead and click on the "Apply" button today. We look forward to connecting with you
**Salary**: From $4,000.00 per month
**Benefits**:
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Store discount
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
- Overtime
- Weekend availability
Supplemental pay types:
- Bonus pay
- Overtime pay
Ability to commute/relocate:
- Surrey, BC: reliably commute or plan to relocate before starting work (required)
**Education**:
- Bachelor's Degree (preferred)
**Experience**:
- Customer Service: 3 years (required)
- Customer Management: 1 year (required)
Licence/Certification:
- Driver's License (preferred)
Shift availability:
- Day Shift (required)
Work Location: One location
