Automotive CSI & Customer Experience Manager

Napleton Corporate; Oakbrook Terrace (IL); On-site; USD 81,000 - 99,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401k and additional benefits

Accrued PTO

Discounts on products and services

Job summary

The Ed Napleton Automotive Group is seeking a Customer Service/CSI Manager- Automotive Retail at our Oakbrook Terrace office. You will lead the customer service function, ensuring prompt and professional follow-up across a growing, nationwide group.

You will train staff, manage reviews, handle complaints, and work with the legal team as needed to drive top-tier customer service and solid performance metrics.

Qualifications

• 5 years of Customer Service Management Experience.
• Automotive Dealership experience is preferred.
• Strong customer focus and enthusiasm for great customer experience.
• Strong verbal and written communication skills.
• Strong leadership, coaching, and people development experience.
• Proactive and results-oriented, with strong prioritization skills.
• Excellent communication and interpersonal skills.
• Ability to remain calm and focused in a fast-paced daily environment.

Responsibilities

• Manage day-to-day operations in the customer service department.
• Review all manufacturer customer service surveys and follow up with the locations to ensure top-level customer service at all levels.
• Training to dealership personnel both in person and virtually.
• Manage dealership reviews.
• Handle incoming complaints from customers.
• Ability to respond to official complaints in a written format and in a timely manner.
• Collaborate, as necessary, with our legal team.
• Follow problems through to resolution.
• Maintain accurate records and document all customer service actions and discussions.
• Stay informed on the latest industry techniques and methods.
• Prepare & discuss weekly company wide metrics

Skills

Customer service management

Leadership

Communication

Problem solving

Job description

The Ed Napleton Automotive Group is seeking a Customer Service/CSI Manager- Automotive Retail at our Oakbrook Terrace office. You will lead the customer service function, ensuring prompt and professional follow-up across a growing, nationwide group.

You will train staff, manage reviews, handle complaints, and work with the legal team as needed to drive top-tier customer service and solid performance metrics.