We are seeking a dynamic and experienced Customer Service Manager to lead our dealership's customer service team. The ideal candidate will be responsible for ensuring an exceptional customer experience by managing and improving customer service operations. This role requires a proactive leader with excellent communication and problem-solving skills, who can drive customer satisfaction and loyalty.

Key Responsibilities:

• Team Leadership: Supervise, train, and mentor the customer service team to deliver top-notch service. Conduct regular performance reviews and provide ongoing coaching.
• Customer Interaction: Handle complex customer issues and complaints, ensuring swift and effective resolution. Serve as the point of escalation for difficult cases.
• Service Improvement: Continuously evaluate and enhance customer service procedures, policies, and standards. Implement best practices to improve efficiency and customer satisfaction.
• Relationship Management: Build and maintain strong relationships with customers, understanding their needs and ensuring they receive personalized service.
• Reporting and Analysis: Track and analyze customer service metrics and trends. Prepare detailed reports for management, highlighting areas for improvement and success.
• Collaboration: Work closely with service and other departments, including Sales, Finance, and Maintenance, to ensure a seamless customer experience across all touchpoints.
• Training and Development: Develop and deliver training programs for new hires and ongoing training for existing staff to keep them updated on new products, services, and customer service techniques.
• Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and implement necessary changes to enhance service quality.
• Technology Utilization: Oversee the implementation and use of customer service software and tools to streamline operations and improve service delivery.
• Compliance: Ensure all customer service activities comply with dealership policies, industry regulations, and legal requirements.

Qualifications:

• Education: Management, or a related field preferred.
• Experience: Experience in customer service, with at least 2 years in a management role, preferably in the automotive industry.
• Skills:
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Problem-solving skills and the ability to handle stressful situations.
• Proficiency in customer service software and Microsoft Office Suite.
• Strong organizational and multitasking abilities.
• Attributes:
• Customer-focused mindset with a passion for delivering high-quality service.
• Ability to work in a fast-paced environment.
• Innovative and proactive approach to improving customer service processes.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Prattville, AL 36066 (Required)

Ability to Relocate:

• Prattville, AL 36066: Relocate before starting work (Required)

Work Location: In person