Customer Experience Manager

L0367 Ford of Latham; 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

Dealership: L0367 Ford of Latham Hiring: Customer Relations Manager Schedule: 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.

What You'll Do

• 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

This is an on-site position located in Latham, NY.

What You'll Bring

• 2+ years of customer service, customer relations, hospitality, retail, or automotive experience
• You will be communicate with customers and co-workers
• You will handle a variety of tasks
• Review customer feedback and identify improvement opportunities
• Proficiency with computers, Microsoft Office, and data entry systems
• You will deliver outstanding customer experiences
• Availability to work Saturdays as our needs require
• Acceptable driving record and a valid driver's license in your state of residence.

Benefits

• 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
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs
• Estimated Annual Compensation: $36,000 to $50,000
• Actual 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.com

About Us

At 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.

At Lithia & Driveway, we stand by our mission of Growth Powered by People, as we build a workplace that ignites ideas and opportunities to Earn Customers for Life.

Our focus is on making the customer experience better; as we aim to meet our customers' needs whether in person, online or a combination of both.

Lithia & Driveway is the largest automotive retailer in North America and listed on the Fortune 500 (NYSE: LAD).

Drive your career forward with roles in Sales, Finance, Service, Technology and Corporate. With thousands of vehicles and hundreds of locations, the career possibilities are endless.

Join us as we accelerate towards growth in automotive and beyond!