Automotive Customer Relations Manager

TITLE: Customer Relations Manager
POSITION SUMMARY: The Customer Relations Manager/ Owner Loyalty Manager partners with the General Manager and Department Heads in helping employees to be engaged and vested in creating lifetime customers. This is accomplished by providing unsurpassed customer experiences that are trusted, easy and enjoyable, which result in and are measured by customer satisfaction and loyalty.
THE KEY COMPETENCIES FOR THIS ROLE INCLUDE:

• Results Orientation - the ability to plan and achieve business goals within the timelines established
• Compensation: $19.50 hourly + bonuses/incentives**
• Teamwork - ability to work with others to effectively enhance results or processes
• Problem Solving - ability to root cause problems and present solutions
• Interpersonal Skills - the ability to interact well with employees and customers at all levels, socially poised
• Communication - ability to identify and deliver critical information to the appropriate parties
• Leadership & Example Setting - the ability to motivate dealership managers and employees and model desired behaviors
• IT - proficient in the use of Reynolds and dealership Service-related software

**The pay scale above is the compensation range that the Company reasonably expects to pay for this position. Within this range, individual pay is determined by several factors including, but not limited to, specific skills, relevant work experience, relevant education and/or training, and performance related bonuses and incentives.
DUTIES AND RESPONSIBILITIES:

• Works with department managers to develop and administer customer and employee services designed to build and retain a loyal customer base while developing a positive relationship with and between employees.
• Takes lead and assists in resolving customer complaints and coordinates with all departments for a quick and satisfactory resolution that leads to an unsurpassed dealership experience.
• Works with and assists all department personnel in coordinating a sales and service customer follow-up program that addresses and resolves all customer concerns efficiently and effectively.
• Initiates discussions of the dealership customer satisfaction standings with the general manager and all department managers. He continually monitors current processes for significant changes that may impact performance scores and making the necessary adjustments for continued improvement.
• Maintains a file of dealerships customer satisfaction achievements and challenges, parking citations disputes and resolutions and customer cases that end with arbitration disputes or courses of legal action involving attorneys with litigation.
• Steps in and assists where needed or requested in customer concern resolutions.
• Maintains a case history file of all customer complaints and problems, documented with the customer's name, type of vehicle, the date of contact, the nature of concern, the personnel involved and the detailed description of the resolution.
• Reviews all post sales and service cases that resulted in a low customer satisfaction score to determine what different course of action that could have been taken that would have resulted in a positive outcome.
• Performs the task of the collections department and makes sure that the communications with customers meet the California legal requirements to be presented as evidence should the course of action result in civil litigation or small claims.
• Daily Tasks and Responsibilities:
  • Customer Connection Contacts
    • Maintain the 3-day response and no 14-day overdue claims
    • Review customer history (in store and NSH) with ASM and service/sales manager
    • Resolve customer concerns and close files

• Sales Follow-up
  • Review and monitor sales follow-up
  • Respond immediately to sales follow-up concerns
  • Maintain records of daily sales and follow-up dates
  • Ensure that all customers have been contacted

• Service Follow-up
  • Respond immediately to a service follow-up concerns (phone, email & in person)
  • Receives direct hand-off from any service/BDC employee for service concerns

• Handling customer concerns
  • Immediate sales and service customer concerns in the service drive, on the showroom floor and telephone.
  • Respond immediately to customer requests.
  • Printing customer service history and sending copies of invoices

• Collections
  • Sending demand letter for sales, service and parts
  • Filing and attending small claims cases in court
  • Meeting customers for payments
  • Respond to and dispute demands for payments for all parking citations
  • Maintain an accurate log of citations demands and records
  • Sending letters to service customers who have not picked up their vehicles

• Responding to all management requests for immediate assistance.
  • Includes request from receptionist for immediate assistance

• Weekly Tasks and Responsibilities:
  • CSI Nissan Retention
    • Reviewing survey responses.
    • Responding to sales/service request for copies of surveys.
    • Meeting with General Manager weekly one-on-one.
    • Weekly DMA with Stadium Nissan management team.

• Monthly Tasks and Responsibilities:
  • Safety
    • Organize and facilitate safety meetings- includes taking the required minutes
• Occasional/As Needed Responsibilities:
  • Arbitration request from the CA region
    • Scanning files (emailing files, mailing file copies)
    • Communicating with CA region, Nissan legal and Ken Garff legal on all cases
    • Maintain case records until the case is resolved
  • Legal Request
    • Responding as Custodian of Records
    • Keeping Nissan and Ken Garff legal in the loop on all communications/demands
    • Providing copies of any/all sales documentation to be released to Toyota Motor Sales
  • Small Claim Court- minimum 2 hours
    • Filing court cases
    • Case Trials in court
    • Parking citation disputes
  • Webinar Training

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Applicants must be 18 years or older and be authorized to work in the U.S., have a valid driver license and professional appearance.
All employees must adhere to the below Company Values:
Respect: We treat everyone with genuine care and concern
Intelligence: Intelligence means we're able to learn, grow and adapt.
Greatness: We are consistently exceptional in our work and continually improve.
Honesty: We keep our commitments, tell the complete truth and act with integrity
Teamwork: We understand the responsibilities of teamwork and are determined to pull our own weight.
COMPUTER SKILLS:
Inventory Control Software, internet, Microsoft Office Products
PHYSICAL DEMANDS:
While performing the duties of this job the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 25 pounds.
NOTE:
This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job and to require that additional or different tasks be performed as circumstances dictate.
I have carefully read and understand the contents of this Job Description. I understand the responsibilities, requirements and duties expected of me. I also understand that this Job Description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate my employment at any time and for any reason, and the Company has the same right.
We are an Equal Opportunity Employer