What are the responsibilities and job description for the Customer Success Supervisor position at Midas Auto Experts?
Benefits:
Directs the day-to-day operations of the customer success in our Midas Shops focused on providing customers and managers with training, customer support, voice, support, guidance, and knowledge resources that will facilitate the achievement of the stores’ business objectives using the organization's products and services and that will drive sales and increased revenue.
Implement strategies, training, and processes that deliver consistent customer satisfaction through all phases of the customer lifecycle and that promote retention.
Ensure that onboarding processes for managers are precisely executed to build a strong customer relationship foundation. Collects and responds to customer complaints in a timely manner with focused support for identified customer needs and challenges.
Build customer engagement tactics, strategies and training with managers and shops with product training, coaching, and skill development to enhance customer engagements.
Collaborates with shop managers and regional managers to deliver solutions and tools. Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success.
Requires 5 years’ experience in the related customer support area.
Essential Duties And Responsibilities
The essential functions include, but are not limited to the following:
- 401(k)
- Bonus based on performance
- Health insurance
- Paid time off
Directs the day-to-day operations of the customer success in our Midas Shops focused on providing customers and managers with training, customer support, voice, support, guidance, and knowledge resources that will facilitate the achievement of the stores’ business objectives using the organization's products and services and that will drive sales and increased revenue.
Implement strategies, training, and processes that deliver consistent customer satisfaction through all phases of the customer lifecycle and that promote retention.
Ensure that onboarding processes for managers are precisely executed to build a strong customer relationship foundation. Collects and responds to customer complaints in a timely manner with focused support for identified customer needs and challenges.
Build customer engagement tactics, strategies and training with managers and shops with product training, coaching, and skill development to enhance customer engagements.
Collaborates with shop managers and regional managers to deliver solutions and tools. Acts as the voice of the customer with internal teams to provide solutions, product enhancements, and other actions to ensure customer success.
Requires 5 years’ experience in the related customer support area.
Essential Duties And Responsibilities
The essential functions include, but are not limited to the following:
- Manages and resolves customer complaints in a timely manner.
- Develops training programs on how to manager customer complaints and pushes resolution to lowest level of the organization.
- Develops training processes, tracking, and improvement for customer call and customer call conversion
- Review shops maintenance and cleanliness with stores and take action to ensure guidelines and recommendations are followed through in a timely manner.
- Track, manage, develop strategies to improve customer google ratings across the company
- Track, follow up, and solve other administrative tasks (tire tracking, sales support, sales performance, etc.)
- Train and improve shop leadership capabilities of managing customer interaction across the company
- Evaluate Manager and shop customer engagement abilities and make recommendations, action plans, and execute with regional leadership.
- Review, track, and ensure proper training across the company (mangers and techs) and using Midas Gateway training and onboarding completed within first 30 days of all new managers
- Maintain and improve Midas internet coupons sites
- This is not a full extent of the list of roles and responsibilities of customer supervisor.
- Bachelor’s degree or four to ten years related experience and/or training, or equivalent combination of education and experience
- Ability to use Microsoft suite, Customer Tools, Call and Telephony systems
- Automotive knowledge is a plus
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
- Ability to apply concepts of basic algebra and geometry
- Ability to solve practical problems and deal with a variety of concrete variables in situations where limited standardization exists
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
