What are the responsibilities and job description for the Prattville- Customer Service Manager- Full Time position at Long-Lewis Automotive Group?
Job Details
Description
Key Responsibilities:
Description
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.
- 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.
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