Automotive Customer Service/CSI Manager

Napleton Automotive Group; Illinois; On-site; USD 81,000 - 99,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

401k benefits

PTO

Employee discounts

Family owned

Job summary

Napleton Automotive Group is seeking a Customer Service/CSI Manager- Automotive Retail to lead the customer service department at the Oakbrook Terrace office. The role includes reviewing surveys, training staff, managing reviews, handling customer complaints, and coordinating with the legal team as needed.

You will maintain records, report weekly metrics, and stay current with industry practices in a large automotive dealership group, offering growth opportunities within a national network.

Qualifications

• 5 years of Customer Service Management Experience
• Automotive Dealership experience is preferred

Responsibilities

• Manage day-to-day operations in the customer service department.
• Review all manufacturer customer service surveys and follow up with 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 with our legal team as necessary.
• 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

Leadership

Communication

Coaching

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.

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

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 to $90,000
• 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.
• Prepare & discuss weekly company wide metrics

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