Job Description

Job Title: Customer Service Manager

Position Description: The Customer Service Manager is the dealership’s goodwill ambassador and fulfills the dealership’s customer relations policies in an effort to build and retain a loyal customer base. 

Duties & Responsibilities:

• Works with department managers to develop and administer the dealership’s customer relations program.
• Recommends revisions to customer relations programs and policies.
• Work with sales and service people to ensure that post-sale/service customer contacts are made and that updated files are kept on all customers.
• Assists in resolving customer complaints which cannot be handled by sales/service people or managers.
• Coordinate all manufacturer and internal customer follow-up programs.
• Report dealership ratings on all factory-generated surveys.
• Prepare weekly and monthly reports on the status of customer satisfaction in the dealership. Including:

1. Current zone and region standings
2. Significant changes in customer ratings and possible contributing factors
3. New customer satisfaction ratings
4. The dealership’s achievements in or unique experience with customer satisfaction
5. Case histories of customer problems and how they were handled.
   • Provide training in group and individual settings so all departments are aware of customer service standards.

Additional Expectations:

• Handle all Customer Concerns first… if you cannot resolve, see the GSM for immediate resolution.
• Monitor all dealer socket e mails and letter communications regarding CSI for sales and for Service working with the Mangers to resolve any issues and close the loop for follow up with the customer. All communications must be documented in Dealer Socket. 
• Apology letters and or emails will be personalized. No form letters or templates for auto response.
• Make a 3-day follow up CSI call as well as a 14-day all excellent survey call for all new vehicle customers.
• Responsible for attending and participating in new hire and existing training of front line employees keeping CSI and Ford Blue Oval initiatives in front of all employees.
• Post both daily and monthly scores in employee accessible areas including break room technician locker room etc.
• Report to Controller at month end Van Stats all monthly and 12-month CSI scores for each Finance Producer and Service Advisor
• Weekly in advance schedule all CSI underperformers in for a training meeting held at noon, mandatory attendance if they are below group average. If an employee fails to attend without permission of the General Sales Manager or Service Director, this will be cause for disciplinary action such as a write up.
• Monitor all daily delivery checklists returned and signed by the sale person, customer and Manager. A monthly list will be maintained. 
• Responsible for training of all employees in superior customer service to include telephone receptionist and cashiers

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

Education & Experience:

Bachelor's degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to logically solve complex personnel/business problems.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and talk or hear. The employee frequently is required to walk and sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and peripheral vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

THE ABOVE DECLARATIONS ARE NOT INTENDED TO BE AN “ALL-INCLUSIVE” LIST OF THE DUTIES AND RESPONSIBILITIES OF THE JOB DESCRIBED OR OF THE SKILLS AND ABILITIES REQUIRED TO PERFORM THE JOB. RATHER, THEY ARE INTENDED ONLY TO DESCRIBE THE GENERAL REQUIREMENTS OF THE JOB.

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Signature (Employee) Date

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