Automotive Customer Service Manager: CSI Leader & Coach

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

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.