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Employer Sponsored Job (Free to apply to)
Penske Automotive Group, Inc Job Title
Customer Service Manager - Hudson Chrysler Jeep Dodge

Company
Penske Automotive Group, Inc

Job Description
Summary/Objective
The CSI/Customer Service Manager supervises the activities of the Customer Service team who assist achieving and maintaining the overall positive rating of our dealership's Customer Service Index by ensuring the highest level of satisfaction to customers. This position works with sales, service, production, and administrative departments to ensure overall customer satisfaction and increase sales.
Essential Functions
Directs and schedules the work of all Customer Service Representatives, coordinating across multiple departments.
Monitors daily productivity reports and corresponding payroll record
Acts as a player/coach, required to perform the duties of the Customer Service Representatives as required
Acts as the "second tier" for customer complaints, is an advocate for the customer
Deals with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show the company's commitment to excellent customer service and to increase customer satisfaction and loyalty
Assists with answering customer inquiries and problems by routing customer to the appropriate contact and or department
Serves as a liaison between the dealership and its customers and represents the dealership at various public relations events
Assists service customers during the morning service rush, when possible
Conducts telephone and in-person transactions courteously and promptly
Supervises all vehicle deliveries, ensuring each customer is informed of the vehicle's warranty details, maintenance requirements, and features, particularly those related to safety
Introduces customers to service and parts personnel, indicating shop location and hours of operation
Follows up with all sales and warranty customers within 48 hours to ensure customer satisfaction
Develops and monitors the results of a dealership customer service questionnaire
Implements customer satisfaction programs
Administers Customer Satisfaction Index (CSI) questions to customers and decipher the outcomes of those questionnaires
Communicates results of CSI to management and employees by defining scores and grading dealership based on graded scale
Strives for high ranking on manufacturer surveys. Monitors results frequently
Informs salespeople of their individual performance scores and makes suggestions for improvement as needed
Understands the terminology of the automobile business and keep abreast of technology changes in the product
Follows all attendance and punctuality standards with adherences to timekeeping standards; Employees are required to record the beginning and ending times of any shift, meal break or departure from work for personal reasons
Follows the Company Code of Business Ethics and Conduct
Understands and follow all work rules and procedures and follows lawful directions from Supervisors
Upholds the company's non-disclosure and confidentiality policies and agreements
Maintains a professional appearance for self and subordinates in accordance with company policy
Attends pertinent training and stay current with the sales department concerns and sales techniques
Attends company meetings as required
Other duties as assigned
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice
EEO Statement
The Company is committed to hiring a diverse and qualified workforce. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information.
Req Number: 7145
Type: Full-time
Dealership: Hudson Chrysler Jeep Dodge
Location Address: 625 Route 440


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