Customer Experience Manager

Dealership:

L0367 Ford of Latham Hiring:
Customer Relations Manager

Schedule:

You will need to be available to work a flexible schedule, including evenings, weekends, and holidays.

Why Join Our Team?

At Latham Ford, we are committed to creating exceptional customer experiences before, during, and after the sale. We're looking for a customer-focused Customer Experience Manager to help increase customer satisfaction, strengthen dealership processes, and support continuous improvement projects. You'll improve the customer experience working with a collaborative team and supportive leadership that values service excellence, teamwork, and professional growth.

You will report to the Service Manager.

This is an on-site position located in Latham, NY.What You'll DoBuild relationships with customers and help enhance the customer experience

Lead customer follow-up efforts and address concerns

Monitor and improve CSI/SSI performance and customer feedback trends

Partner with dealership leadership on process improvements and customer satisfaction plans

Respond to online reviews and customer feedback

Monitor calls and provide coaching opportunities to support team performance

Support manufacturer programs, audits, and survey reporting requirements

Help with receptionist scheduling, training, and departmental support

What You'll Bring2+ years of customer service, customer relations, hospitality, retail, or automotive experience

You will be communicate with customers and co-workers

You will handle a variety of tasks

Review customer feedback and identify improvement opportunities

Proficiency with computers, Microsoft Office, and data entry systems

You will deliver outstanding customer experiences

Availability to work Saturdays as our needs require

Acceptable driving record and a valid driver's license in your state of residence.

Benefits:

Competitive pay Medical, Dental and Vision Plans Paid Holidays & PTOShort and Long-Term Disability Paid Life Insurance
401(k) Retirement Plan Employee Stock Purchase Plan Lithia Learning Center Vehicle Purchase Discounts Wellness Programs Estimated Annual Compensation: $36,000 to $50,000

Actual pay offered may vary depending on skills, experience, job-related knowledge, and location.

Additional information about our Total Rewards benefits can be reviewed on our careers site hiadriveway.com About UsAt Lithia & Driveway (NYSE: LAD) our success is fueled by our high performing teams delivering Auto Done Easy for our customers. We create simple, transparent, and convenient customer experiences throughout the vehicle-ownership lifecycle by leveraging our hundreds of store locations and our key adjacencies - Driveway, DFC, and Green Cars.

We've built a retail model that champions entrepreneurial leadership, Growth Powered by People, and a strategy that creates possibilities and pushes us to reach our potential.

High School graduate or equivalent, 18 years or older required. We are a drug-free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We may make reasonable accommodations to enable individuals to perform the essential functions.