Customer Relations Manager

The CAR Group (Norm Reeves Dealerships); Irvine (CA); On-site; USD 64,800 - 79,200; Full time

Benefits offered by this job

Medical, Dental, Vision, and Complimentary Life Insurance

401k Matching and FSA

Tuition Reimbursement

Paid Time Off (accrues)

Supplemental Insurance (Hospital, Accident, Critical Illness)

Discounts on Vehicles, Services, and Parts

Job summary

The CAR Group (Norm Reeves Dealerships) is looking for a Customer Relations Manager in Irvine, CA. The role is essential for ensuring customers leave completely satisfied with their experiences. Responsibilities include resolving concerns, supporting the customer journey, and monitoring satisfaction metrics. Qualified candidates should have 2+ years of customer service experience, particularly in automotive, and possess strong communication and conflict resolution skills. Benefits include medical, dental, 401k matching, and tuition reimbursement.

Qualifications

• 2+ years of customer service experience, preferably in an automotive or dealership environment.
• Strong communication and conflict resolution skills.

Responsibilities

• Resolve customer concerns and coordinate manufacturer support when necessary.
• Monitor customer satisfaction metrics, surveys, and reviews.
• Maintain records of customer cases and ensure timely follow-up.
• Oversee post-sale follow-up and support the customer journey.
• Assist with vehicle deliveries and ensure customers understand resources.
• Collaborate with sales, service, and management to improve processes.
• Support the General Manager with internal communication and reporting.
• Assist with manufacturer visits, audits, and dealership events as needed.
• Perform other duties as assigned.

Skills

Customer service experience

Strong communication skills

Conflict resolution skills

Job description

Location: Irvine, CA (On site) | Type: Full Time | Salary Range: $72,000 a year

Norm Reeves Auto Dealerships is a nationally-recognized group of privately-owned retail automotive dealerships located in Southern California, Texas, and Florida including the #1 RETAIL DEALER IN THE NATION. With a history dating back to 1963, our group has established a reputation for innovation, integrity, and customer-centric services. We are expanding rapidly and are looking for talented individuals who are eager to grow their careers while the company continues to expand!

As our Customer Relations Manager, you’re one of the most important team members at Norm Reeves Honda, Irvine. You’re responsible for creating a super Norm Reeves Honda experience!

Your work will ensure our guests leave 100% satisfied with their Norm Reeves Honda experience.

Schedule: Monday - Friday, regular business hours

Key Responsibilities

• Resolve customer concerns and coordinate manufacturer support when necessary.
• Monitor customer satisfaction metrics, surveys, and reviews; identify trends and recommend improvements to leadership.
• Maintain records of customer cases and ensure timely follow-up and resolution.
• Oversee post-sale follow-up and support the customer journey from sales through service.
• Assist with vehicle deliveries, ensuring customers understand warranty, maintenance, and dealership resources.
• Collaborate with sales, service, and management to improve processes and customer experience.
• Support the General Manager with internal communication, reporting, and follow-up on key initiatives.
• Assist with manufacturer visits, audits, and dealership events when needed.
• Perform other duties as assigned.

Qualifications

• 2+ years of customer service experience, preferably in automotive or dealership environment
• Strong communication and conflict resolution skills

What We Offer

• Medical, Dental, Vision, and Complimentary Life Insurance
• 401k Matching and FSA
• Tuition Reimbursement
• Paid Time Off (accrues)
• Supplemental Insurance (Hospital, Accident, Critical Illness)
• Discounts on Vehicles, Services, and Parts