Customer Relations Manager - Greenville Luxury Jlpv

Overview
Do you have a passion for developing talent, providing exceptional guest experiences, and being an innovator in the automotive industry?
As an Asbury Automotive Group Customer Relations Manager at JLPV, Greenville Luxury, you will have the opportunity to make a positive impact on our business and in the lives of our team members and customers every day.
We are looking for strong, energetic, people-focused Customer Relations Manager at JLPV, Greenville Luxury, who will help us redefine the car-buying experience.
Does this sound like you? Apply now!
Compensation starting at $40,000+ based on experience and skills
Benefits
Pay and Recognition:

• Weekly pay
• Paid holidays & paid time off
• Deferred Holiday Pay Match
• Paid training
• Stock Awards (select management and front-line team member's eligible!)

Insurance / Retirement:

• Insurance: medical, vision, dental, accident, critical illness and hospital indemnity plans
• Up to 12 weeks paid pregnancy leave (disability leave)
• Paid Parental Leave
• Health savings
• Flex spending accounts (tax free)
• Short-term and Long-term disability plans
• Life Insurance (Whole Life and Term)
• 401k with company match

Learning, Tuition Assistance and Career Development:

• Digital career path tool to assist with career development
• Continuous training through Asbury's Internal Learning Management System
• Professional growth and development opportunities

Additional advantages:

• Student loan relief resources
• Employee assistance program
• Employee discounts on parts and service repairs
• Scholarship awards
• Opportunities to join our community service initiatives, which includes paid volunteer hours
• Aggressive Employee referral program with bonus opportunities

Responsibilities and Qualifications
The Customer Relations Manager will serve as a liaison between the dealership and its customers to ensure high ranking on manufacturer surveys. Work with department managers to develop and administer Customer Relations program designed to build and retain a loyal customer base for both sales and service.

• Maintain a case history file of all customer complaints and problems, documented with customer's name, type of vehicle, date of contact, nature of problem, personnel involved, and detailed description of resolution
• Work with salespeople to ensure that post-sale customer contacts are made within 48 hours of delivery and that updated files are kept on all customers
• Follow up with all sales and warranty customers within 48 hours to ensure customer satisfaction
• Assist in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted
• Conduct training for sales and service personnel on proper client handling, telephone etiquette, deliveries, and follow-up
• Review surveys from previous day and formulate opportunity for improvement
• Preview Service customer list to consolidate a list of upcoming clients receiving Porsche, Land Rover and Volvo surveys
• Communicate via phone, email, and/or text about their overall experience and inform of Porsche, Land Rover, Volvo surveys being sent 7 days after RO closes.
• Blast out reminders that the survey has hit their inbox and that we value their feedback
• Coordinate with BDC on scheduling clients in for service (days/times/loaner availability)
• Coordinate with Mobility on loaner fleet to see what we have going out/coming in
• Review the Service Experience comments from customer feedback from month prior and formulate action plan with advisors
• Preview the Customer Experience monthly report to have a snapshot of the scorecard for CSI compared to the region
• Preview the Service customer list for the quarter and export into an excel spreadsheet
• Create a Video for JD Power Mimic describing incentives for their feedback and blast out to all clients from the previous quarter
• Communicate to the quarterly client base to be on the lookout for the JD Power mailer
• Review previous quarter CSI mimic to implement action plan for following quarter
• 5 years of prior customer service experience required along with inbound and outbound call experience preferred
• Maintain a professional appearance
• Must have excellent communication and customer service skills
• Strong organizational skills and attention to detail
• Adhere to all company policies and procedures, and help monitor processes for compliance
• Must be at least eighteen years of age
• Associates or Bachelors Degree is a plus
• Prior customer service inbound and outbound call experience preferred
• Must be able to pass pre-employment screens (background and drug test)