Customer Experience Manager – Automotive Care

Sonic Automotive; San Jose (CA); On-site; USD 22,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Company-paid life insurance

401(k) with company match

Paid time off and parental leave

Training and professional development

Job summary

Sonic Automotive in San Jose, part of Jaguar Land Rover San Jose, seeks a Customer Relations Manager to enhance the ownership journey. You’ll serve as a liaison between customers and dealership departments, ensuring concerns are resolved promptly and satisfaction goals are achieved.

The role requires a Bachelor’s degree, 2+ years in customer-facing or automotive dealership roles, CRM experience, and strong communication.

Qualifications

• Bachelor’s degree in business, Communications, Marketing, or related field preferred; equivalent experience considered.
• Minimum of 2 years of customer service, customer relations, or automotive dealership experience.
• Experience using CRM software and Microsoft Office applications.
• Strong communication, interpersonal, and conflict resolution skills with the ability to handle sensitive situations professionally.
• Excellent organizational and time management skills with the ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Build and maintain positive relationships with customers to promote satisfaction, loyalty, and repeat business.
• Respond promptly to customer inquiries, concerns, and escalated issues while ensuring timely and professional resolution.
• Monitor customer satisfaction surveys, online reviews, and feedback to identify trends and implement improvement initiatives.
• Collaborate with Sales, Service, and Parts departments to ensure seamless and consistent customer experience.
• Conduct follow-up calls and communications after vehicle sales and service visits to strengthen customer relationships.
• Maintain accurate customer records, interactions, and case documentation within the dealership’s CRM system.
• Support dealership initiatives, customer retention programs, and community engagement efforts while meeting established performance metrics.

Skills

Customer service

CRM software

Communication

Time management

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Sonic Automotive in San Jose, part of Jaguar Land Rover San Jose, seeks a Customer Relations Manager to enhance the ownership journey. You’ll serve as a liaison between customers and dealership departments, ensuring concerns are resolved promptly and satisfaction goals are achieved.

The role requires a Bachelor’s degree, 2+ years in customer-facing or automotive dealership roles, CRM experience, and strong communication.