Customer Experience Manager

Ford-of-Latham; Latham (NY); On-site; USD 36,000 - 50,000; Full time

Benefits offered by this job

Competitive pay

Medical, Dental and Vision Plans

Paid Holidays & PTO

Short and Long-Term Disability

Paid Life Insurance

401(k) Retirement Plan

Employee Stock Purchase Plan

Wellness Programs

Job summary

Ford of Latham is seeking a Customer Experience Manager to build strong relationships with customers, lead follow-up efforts, and enhance the overall dealership experience.

This on-site role reports to the Service Manager and focuses on CSI/SSI performance, process improvements, and coaching the team to deliver exceptional service.

Qualifications

• 2+ years in customer service, customer relations, hospitality, retail, or automotive.
• Able to communicate with customers and co-workers.
• Proficiency with computers, Microsoft Office, and data entry systems.

Responsibilities

• Build relationships with customers and enhance the customer experience.
• Lead customer follow-up efforts and address concerns.
• Monitor CSI/SSI performance and feedback trends.
• Partner with leadership on process improvements and satisfaction plans.
• Respond to online reviews and coaching opportunities for the team.
• Assist with receptionist scheduling and departmental support.

Skills

Customer service

Communication

MS Office

Data entry

Teamwork

Problem solving

Education

High School diploma or equivalent

Tools

Microsoft Office

Job description

Dealership:L0367 Ford of LathamHiring: Customer Relations ManagerSchedule: You will need to be available to work a flexible schedule, including evenings, weekends, and holidays.Why Join Our Team?At Latham Ford, we are committed to creating exceptional customer experiences before, during, and after the sale. We're looking for a customer-focused Customer Experience Manager to help increase customer satisfaction, strengthen dealership processes, and support continuous improvement projects. You'll improve the customer experience working with a collaborative team and supportive leadership that values service excellence, teamwork, and professional growth.You will report to the Service Manager.This is an on-site position located in Latham, NY.What You'll DoBuild relationships with customers and help enhance the customer experienceLead customer follow-up efforts and address concernsMonitor and improve CSI/SSI performance and customer feedback trendsPartner with dealership leadership on process improvements and customer satisfaction plansRespond to online reviews and customer feedbackMonitor calls and provide coaching opportunities to support team performanceSupport manufacturer programs, audits, and survey reporting requirementsHelp with receptionist scheduling, training, and departmental supportWhat You'll Bring2+ years of customer service, customer relations, hospitality, retail, or automotive experienceYou will be communicate with customers and co-workersYou will handle a variety of tasksReview customer feedback and identify improvement opportunitiesProficiency with computers, Microsoft Office, and data entry systemsYou will deliver outstanding customer experiencesAvailability to work Saturdays as our needs requireAcceptable driving record and a valid driver's license in your state of residence.Benefits:Competitive payMedical, Dental and Vision PlansPaid Holidays & PTOShort and Long-Term DisabilityPaid Life Insurance401(k) Retirement PlanEmployee Stock Purchase PlanLithia Learning CenterVehicle Purchase DiscountsWellness ProgramsEstimated Annual Compensation: $36,000 to $50,000Actual pay offered may vary depending on skills, experience, job-related knowledge, and location.Additional information about our Total Rewards benefits can be reviewed on our careers site at totalrewards.lithiadriveway.comAbout UsAt Lithia & Driveway (NYSE: LAD) our success is fueled by our high performing teams delivering Auto Done Easy for our customers. We create simple, transparent, and convenient customer experiences throughout the vehicle-ownership lifecycle by leveraging our hundreds of store locations and our key adjacencies - Driveway, DFC, and GreenCars. We've built a retail model that champions entrepreneurial leadership, Growth Powered by People, and a strategy that creates possibilities and pushes us to reach our potential.High School graduate or equivalent, 18 years or older required. We are a drug-free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.We may make reasonable accommodations to enable individuals to perform the essential functions.