Automotive Customer Service Manager: Lead CX

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

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.