Automotive Customer Care/CSI Manager

Napleton Automotive Group; Oakbrook Terrace (IL); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Medical insurance

Dental insurance

Vision insurance

401k and additional benefits

Employee discounts

Family owned and operated

Job summary

The Napleton Automotive Group is seeking a Customer Service/CSI Manager- Automotive at its Oakbrook Terrace office. You will oversee day-to-day customer service operations, drive top-level service quality, and lead training for dealership personnel to ensure exceptional customer experiences.

Bring 5+ years of CS management in an automotive setting, with strong leadership, communication, and problem-resolution skills.

Qualifications

• 5 years of Customer Service Management experience.
• Automotive dealership, vendor or manufacturer experience required.
• Strong customer focus and enthusiasm for great customer experience.
• Excellent verbal and written communication skills.
• Strong leadership, coaching and people development experience.
• Proactive and results-oriented with strong prioritization skills.
• Ability to stay calm in a fast-paced daily environment.

Responsibilities

• Manage day-to-day operations in the customer service department.
• Review manufacturer customer service surveys and follow up to ensure top-level service.
• Provide training to dealership personnel both in person and virtually.
• Handle incoming customer complaints and respond promptly in writing.
• Collaborate with the legal team as necessary and follow issues through to resolution.
• Maintain accurate records of all customer service actions and discussions.
• Monitor and discuss weekly companywide metrics.

Skills

Leadership

Customer service management

Communication

Coaching

People development

Job description

The Ed Napleton Automotive Group is looking for a Customer Service/CSI Manager- Automotive. Thisis an exciting opportunity in a growing, fast-paced industry. Located at Napleton's Oakbrook Terrace Office, the Customer Service/CSI Manager- Automotive is responsible for handling all customer service functions and processes, ensuring quick and professional follow -up.

Take advantage of this rare opportunity to join one of the country's largest and most successful automotive dealership groups

The Ed Napleton Automotive Group is affiliated with over 25 brands of new vehicles and 50+ dealerships throughout seven states. Our strength comes from the more than 3,500 employees nationwide. We are currently the tenth largest automotive group in the country, providing incredible growth opportunity.

What We Offer:

• Competitive Compensation
• Medical, Dental, and Vision Insurance
• 401k and additional benefits
• For additional benefits information please go: NapletonCorp.MyBenefitsLibrary.com
• Discounts on products and services
• Family Owned and Operated- 90+ years in business!

Job 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.
• 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 companywide metrics

Job Requirements:

• 5 years of Customer Service Management Experience
• Automotive dealership experience, vendor or manufacturer experience is required
• 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

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws