What are the responsibilities and job description for the Client Experience Manager - Growing Service Center position at Rad Air?
Client Experience Manager Job Summary
We are looking for a friendly Client Experience Manager to join our growing automotive repair facility. The individual in this role would act as the point of contact for our clients and assist our Service Manager in daily tasks. The ideal candidate will possess excellent communication skills and a professional, compassionate, patient attitude.
Primary Duties and Responsibilities
- Answer phones during business hours to assist clients with appointment scheduling, provide business information (location, hours, etc.) and address general inquiries.
- Greet clients in a polite, professional manner and collect information related to their service visit and their vehicle’s issue.
- Process loaner vehicle paperwork and walk client to explain vehicle operations and loaner car process.
- Enter new client data into Point of Sale system, Mitchell.
- Review needed repairs with client and secure approvals to proceed with repairs.
- Contact clients via phone and text with updates on the status of their vehicle’s repairs.
- Maintain shop schedule and contact clients to confirm upcoming appointments.
- Perform vehicle delivery process with client which includes collecting payment, explaining services performed, reviewing warranty coverage and showing old parts.
- Respond to shop text messages
- Post pictures/posts on shop Facebook page and Google page
- Respond to Google Reviews
- Check in / check out loaner vehicles
- Send New Client Letters
- Perform general office duties as assigned
Additional Responsibilities
- Maintain a clean client reception area
- Shuttle client to home/work when needed
- Generate reports as needed
- Perform client follow up calls
Client Experience Manager Position Requirements and Qualifications
- High school diploma or equivalent required
- College degree a plus
- Excellent communication and organizational skills
- Professional, compassionate, and patient demeanor
- Problem solving/critical thinking skills
- Clean driving record