Customer Experience Manager

The Ed Napleton Automotive Group is looking for our nextCustomer Experience Manager. This is an exciting opportunity in a growing, fast-paced industry. Located atNapleton Westmont PorschetheCustomer Experience Manageris the leader of the Customer Service Team within Napleton’s dealerships. This role revolved around attracting, developing, and retaining great talent and creating an exceptional service experience for our customers.

Take advantage of this rare opportunity to join one of the country’s largest and most successful automotive dealership groups and Apply Today!

The Ed Napleton Automotive Group is affiliated with over 25 brands of new vehicles and 50+ dealerships throughout seven states. Our strength comes from the more than 3,500 employees nationwide. We are currently the tenth largest automotive group in the country, providing incredible growth opportunity.

What We Offer:

• Compensation opportunity in the $45,000-$58,000 range
• Family Owned and Operated – 90+ years in business!
• Medical, Dental, and Vision Insurance
• 401K and additional benefits
• Accrued Vacation Time
• Paid Training
• Discounts on products, services, and vehicles
• Growth Opportunities

Job Responsibilities:

• Greet customers in the show room and the service lane.
• Spearheads resolution of all customer concerns in both the Sales and Service departments, handling the process for open case alerts and resolution in Passion.
• Daily analysis of dealership
  
  CSI metrics via Passion site.
• Responsibility for all dealership maintenance initiatives including overall facility cleanliness and amenity offerings. Emphasis on ensuring that amenity offerings are indicative of a luxury brand is essential.
• Oversee accuracy of customer information in DMS and CRM.
• Regularly analyze dealership web presence for ease of customer use.
• Awareness of telephone and email etiquette of fellow team members and training of these basic business disciplines when needed.
• Coordination of the dealership’s reputation management strategy including daily monitoring of common customer review sites such as Google, Yelp, Dealer Rater and Facebook. Ensure an acceptable response time is achieved and internal escalation process is enacted when needed.
• Represent dealership as community outreach specialist.
• Conduct customer follow-up calls and emails after service visit.

Job Requirements:

• High School Diploma or equivalent.
• 1+ year of experience in a customer experience managerial role (preferably in a dealership setting)
• Exemplary people skills
• Outstanding communication abilities, both written and verbal
• Conflict resolution proficiency
• Superb organizational skills
• Data analysis and action planning aptitude

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws