Customer Experience Leader | Flexible Evenings & Weekends

Lithia Motors; Latham (NY); On-site; USD 36,000 - 50,000; Full time

Benefits offered by this job

Medical, Dental and Vision Plans

Paid Holidays & PTO

Short and Long-Term Disability

Paid Life Insurance

401(k) Retirement Plan

Employee Stock Purchase Plan

Lithia Learning Center

Vehicle Purchase Discounts

Wellness Programs

Job summary

L0367 Ford of Latham is seeking a Customer Experience Manager to lead initiatives that elevate the customer journey before, during and after the sale. You will report to the Service Manager and work with a collaborative team dedicated to service excellence and growth.

Responsibilities include building relationships, following up with customers, tracking CSI/SSI metrics, and partnering with leadership on process improvements. This on-site role requires flexibility including evenings and weekends.

Qualifications

• 2+ years of customer service or related experience.
• Strong communication with customers and co-workers.
• Proficient with computers, Microsoft Office, and data entry systems.
• Willingness to work Saturdays as needed.
• Valid driver’s license in your state of residence.

Responsibilities

• Build relationships with customers and help enhance the customer experience.
• Lead customer follow-up efforts and address concerns.
• Monitor and improve CSI/SSI performance and customer feedback trends.
• Partner with dealership leadership on process improvements and customer satisfaction plans.
• Respond to online reviews and customer feedback.
• Monitor calls and provide coaching opportunities to support team performance.
• Support manufacturer programs, audits, and survey reporting requirements.
• Help with receptionist scheduling, training, and departmental support.

Skills

Customer service

Communication

Multi-tasking

Data entry

Microsoft Office

Job description

L0367 Ford of Latham is seeking a Customer Experience Manager to lead initiatives that elevate the customer journey before, during and after the sale. You will report to the Service Manager and work with a collaborative team dedicated to service excellence and growth.

Responsibilities include building relationships, following up with customers, tracking CSI/SSI metrics, and partnering with leadership on process improvements. This on-site role requires flexibility including evenings and weekends.