Customer Resource Manager
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Job Description
Customer Resource Manager focusing on delivering exceptional customer experiences in automotive services and managing critical customer interactions. Collaborating with dealers and internal teams to drive improvements and resolve issues.
Responsibilities:
- Develop and innovate new solutions to create a world class customer experience.
- Take full ownership of customer issues, managing each case from initial contact through to resolution to ensure a positive outcome.
- Utilize superior communication skills and problem-solving abilities to optimize workflow and reduce bottlenecks for our customers to improve the outcomes.
- Analyze customer and dealer data to support process improvements for our dealers to ensure customers are satisfied with the time to complete their vehicle service visit and that the vehicle was fixed right the first time.
- Manage interactions with the Customer Assistance Center and our retail field partners including end-to-end execution for high-profile referrals.
- Coordinate empowerment and goodwill initiatives and lead training on the available tools.
- Attend and participate in local dealer and field team meetings to help dealers identify opportunities and trends to drive process improvement.
- Act as the Regional Liaison with the outside agencies representing our customers. Including attending hearings or depositions if needed.
Requirements:
- Bachelor’s degree or equivalent experience
- 3-5 years of experience in automotive sales, marketing, or a related field.
- Strong interpersonal skills and ability to work with others within and outside the organization.
- Strong planning, time management and organizational, and computer skills.
- A valid driver’s license is required.
- Ability to travel up to 25%.
Benefits:
- From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions.
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