Automotive Customer Experience & CSI Manager

Napleton Automotive Group

Oakbrook Terrace (IL)

On-site

USD 75,000 - 110,000

Full time

20 hours ago

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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.