Automotive Customer Service/CSI Manager

Napleton Nissan; Illinois; On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive Compensation

Medical, Dental, and Vision Insurance

401k and additional benefits

Accrued PTO

Discounts on products and services

Family Owned and Operated- 90+ years

Job summary

The Ed Napleton Automotive Group is seeking a Customer Service/CSI Manager- Automotive Retail to lead the customer service department at Napleton’s Oakbrook Terrace Office. You will oversee daily operations, drive top-tier customer satisfaction, and mentor dealership staff in person and virtually.

Responsibilities include reviewing surveys, managing reviews, handling complaints, and collaborating with the legal team to resolve issues while maintaining thorough records and adopting up-to-date

Qualifications

• Minimum 5 years of customer service management experience.
• Automotive dealership experience is preferred.
• Strong leadership, coaching and people development skills.
• Excellent verbal and written communication; proactive and results-oriented.

Responsibilities

• Manage day-to-day operations in the customer service department.
• Review customer service surveys and ensure top-level service.
• Train dealership personnel in person and virtually.
• Manage dealership reviews and respond to complaints promptly.
• Collaborate with legal team when necessary to resolve issues.
• Document all customer service actions and maintain records.
• Stay informed on latest industry techniques and methods.
• Follow problems through to resolution.

Skills

Customer Service Management

Dealership experience (preferred)

Leadership & coaching

People development

Job description

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

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
• Accrued PTO
• 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.
• 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.

Job Requirements:

• 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

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