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Customer Care

2 weeks ago

Langley, Canada Willowbrook Chrysler Full time

**Job Summary**:
We are seeking a highly organized and proactive **Customer Care and Operations Manager** to lead customer satisfaction initiatives, supervise front-end operations, and manage key administrative responsibilities across HR, payroll, inventory, and accounting. This role is central to ensuring both exceptional customer experiences and efficient internal processes within the dealership.

As the dealership’s **go-to person for any assistance**, this position requires a natural problem solver and an independent self-starter who takes initiative and ensures all tasks are completed accurately and on time. Success in this role depends on your ability to anticipate needs, manage priorities, and drive results with mínimal supervision.

**Schedule / Start Date**: Flexible / To Be Determined
- This is a full-time position, generally Monday to Friday. However, occasional overtime hours may be required during busy periods of the month to ensure all tasks are completed efficiently. Open availability is required to meet the demands of this role.
- The hourly rate for this positions starts at $25.00.

**Key Responsibilities**:

- The following is a summary of the required duties. This position may involve additional responsibilities as needed to ensure the smooth operation of the dealership._

**Customer Experience & Aftersales Coordination**
- Conduct post-sale customer follow-ups to ensure satisfaction and foster long-term relationships.
- Manage customer satisfaction surveys to meet monthly targets; track completion and compile results. Address and resolve customer concerns professionally and promptly.
- Maintain shared spreadsheets for tracking new vehicle sales, customer follow-ups, and due bills.
- Ensure sales team compliance with required training programs and maintain training records.
- Review daily new and used deals for aftersale promises; organize, track, and book required services. The dealership sells between 200-300 vehicles per month, and every vehicle will have a due bill that needs to be reviewed and saved. While not every deal requires booking an appointment, it is our responsibility to review each due bill thoroughly.
- Coordinate with service, parts, and sublet vendors; schedule appointments and order necessary parts. Arrange and manage loaner vehicles while maintaining clear communication with customers.

**Operations Management**
- Create, maintain, and manage schedules for reception staff (typically 5-8 employees) and lot staff (14-18 employees), ensuring accurate and adequate staffing levels at all times.
- Coordinate coverage for sick calls, absences, and shift changes across both teams to maintain smooth daily operations.
- Oversee lot staff (in coordination with the Lot Manager) and Reception to deliver top-tier customer service and efficient lot management.
- Conduct performance reviews, provide coaching, and monitor daily staff responsibilities.
- Delegate tasks and ensure completion of all operational duties.
- Assist the Reception Team with dealer trades, including coordinating vehicle exchanges, processing payments, and resolving related issues.
- Event Planning: Plan and coordinate dealership events and promotions in collaboration with the Marketing Manager. This includes organizing the annual Christmas party, rodeo events, and other special dealership activities.

**Inventory & Accounting Administration**
- Stock in new vehicles from the factory, dealer trades and buy-in vehicles, ensuring pricing accuracy and timely posting.
- Post and review driver invoices, ensuring proper account allocation and verification post-payment.
- Monitor and update deal statuses to reflect accurate sales reporting each month.
- Track and manage the backend of service and autobody loaner vehicles and their files.
- Oversee use of vehicle tracking systems to ensure accountability for service loaners. Managing the vehicle trackers and keeping track of when they need to be installed in vehicles.
- Organizing lien releases, vehicle registrations and vehicle files for Wholesaled vehicles and Buy-In vehicles.

**HR & Payroll Administration**
- Assist with initial applicant screening and coordinate interview scheduling as needed.
- Manage onboarding of new employees: process new hire paperwork, create system logins, and store employee contracts.
- Handle offboarding for departing employees, ensuring removal from all systems and records.
- Monitor employee timecards, including attendance, sick days, late arrivals, and no-shows.
- Maintain accurate payroll records and prepare summary sheets for the accounting team on payroll submission days.
- Add new hires to the timekeeping system and ensure timely updates to employee records.

**Qualifications**:

- Experience working in a dealership is **required**.
- Proven experience in operations, customer service, or administrative management.
- Highly proficient in computer operations, including Google Drive, PBS, and spreadsheet management.
- **Strong leadersh