The Jimmy Britt Automotive Family’s Customer Relations Manager is responsible for managing the client experience at our dealership group and ensuring continued customer satisfaction. Even as a multiple Consumer Satisfaction Award winner (and Dealer of the Year winner) through DealerRater, customer concerns occasionally arise as part of sales and service visits. Assisting our loyal customer base is always the goal of our organization. The Customer Relations Manager is to be the communication point for customers when it comes to handling inquiries, complaints, and feedback, as well as promoting CSI surveys and online reviews.

Responsibilities

• Conduct post-sales/service calls/texts/emails to monitor experience and satisfaction level
• Respond to customer inquiries, reviews, and complaints in a timely and professional manner
• Develop relationships with customers in an effort to promote continued loyalty
• Manage and resolve customer issues, providing solutions that align with company policies when internal team is unable to.
• Work with other departments within the dealership to coordinate and ensure smooth customer service operations
• Identify solutions with customers and relay details to executive management
• Train new customer service team members and provide ongoing training to existing staff
• Collect and analyze customer feedback to improve customer experience and satisfaction
• Develop and implement customer service policies and procedures
• Monitor customer service metrics and track performance against targets
• Handle escalated customer service issues and complaints
• Provide daily reports regarding customer communication, contact, heat cases, positive/negative reviews, and opportunities

Qualifications

• Bachelor’s degree in Business, Marketing, or related field a plus
• Previous customer service or customer relations is preferred
• Strong communication and interpersonal skills (specifically verbal/written skills, negotiation skills, and presentation skills)
• Ability to work under pressure and handle challenging situations with clients
• Excellent problem-solving skills and ability to think creatively to resolve customer issues
• Strong organizational skills and attention to detail
• Process oriented
• Ability to make a friend

We Offer

• Paid training
• Top tier medical/dental/vision insurance packages
• Excellent compensation
• Free college program through Strayer University
• Unlimited Access to NADA Training Programs

We are looking for technologically adept LEADERS who will work to make a difference in the lives of our customers and continue to make our dealership a great place to visit. The number one responsibility for EVERYONE at The Jimmy Britt Automotive Family is developing long-lasting relationships with both their coworkers and our customers.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.