What are the responsibilities and job description for the Customer Relations Manager - Service position at Cavender Toyota?
For over 80 years, the Cavender Auto Family has strived to offer the best dealership experience by proudly serving our community, employees, and customers. The Cavender Auto Family has experienced remarkable growth over the last 5 years with 18 dealerships across San Antonio, Austin, Lubbock, Midland, Oklahoma City and Columbus and Weimer Texas with 2,300 employees!
Here at Cavender Auto Family we believe in "Making Confidence Happen" (MCH) by acting with integrity, showing our customers we care, taking ownership of our actions, bringing a positive energy to our store and our customers, and being the subject matter experts to all our customers. This is the motto that embodies our entire culture here at the Cavender Auto Family, and what has helped us grow into the amazing company we are today!
Cavender Toyota, a Cavender Auto Family Dealership, is currently looking for a talented Customer Relations Manager - Service to join our growing family and help "Make Confidence Happen" Veterans and Military spouses are encouraged to apply!
Why Work at Cavender Toyota:
- Medical, Dental and Vision Insurance, and pet insurance
- Paid Time off
- Paid Maternity and Paternity leave (Parental Leave)
- Company Paid $10,000 life insurance policy
- Employee discounts on Vehicles, Service and Parts
- Professional growth and development training on a quarterly basis.
Here is what you will be doing:
- Customer Relations Manager reports directly to the Fixed Ops Director
- Be active and visible during high volume customer times on the Service Drive
- Monitor the customer waiting areas to make sure that the facility is clean and that ASMs/service advisors are keeping waiting customers informed of vehicle progress
- Be the advocate for the customer, making tough or strained customer experiences better
- Review surveys weekly, address customer issues and focus on patterns in employee behavior so that they can be corrected in a constructive manner
- Be proactive in identifying solutions to problem areas
- Post and review customer service metrics with department managers and employees weekly
- Follow up with customers after service
- Handle open customer concerns (Manufacturer cases, google reviews, BBB, social media, etc.) in a timely manner
- Follow through with Survey Alerts in timely manner
- Attend weekly meetings with dealership management and staff to coordinate any procedural changes needed. Work with managers to improve communication between departments.
- Coordinate with Customer Relations Manager in Sales when needed to resolve customer concerns
Here is what you will need:
- High School Diploma/GED is required
- Successfully complete MVR, background check, and pre-employment drug test.
- Valid driver's license
- Strong leadership and customer service skills
- High level of dependability and competency
- Highly developed problem solving skills
- Ethical conduct and role modeling
- Excellent communications skills
- Strong multi-tasking and organizational skills
