Automotive Customer Service/CSI Manager

Toyota of Urbana; Oakbrook Terrace (IL); On-site; USD 81,000 - 99,000; Full time

Benefits offered by this job

Competitive compensation up to $90,000

Medical, Dental, and Vision Insurance

401k and additional benefits

Accrued PTO

Discounts on products and services

Family Owned and Operated- 90+ years

Job summary

Ed Napleton Automotive Group is seeking a Customer Service/CSI Manager- Automotive Retail to lead the customer service function at Napleton’s Oakbrook Terrace Office. You will oversee daily operations and ensure quick, professional follow-up to all inquiries.

Ideal candidates have 5+ years in customer service management, automotive dealership experience preferred, and strong leadership, coaching, and communication skills.

Qualifications

• 5+ years of customer service management experience.
• Automotive dealership experience 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 to ensure top-level service.
• Train dealership personnel in person and virtually.
• Manage dealership reviews.
• Handle incoming complaints from customers.
• Respond to official complaints in writing and timely manner.
• Collaborate with the legal team as necessary.
• Follow problems through to resolution.
• Maintain accurate records of customer service actions.
• Stay informed on latest industry techniques and methods.
• Prepare and discuss weekly company-wide metrics.

Skills

Customer service management

Leadership

Communication

People development

Problem-solving

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