Customer Service Manager Job Vacancy in Gunther Volkswagen and Volvo of Coconut Creek Coconut Creek, FL 33073 – Latest Jobs in Coconut Creek, FL 33073

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Company Name : Gunther Volkswagen and Volvo of Coconut Creek
Location : Coconut Creek, FL 33073
Position : Customer Service Manager

Job Description : The Customer Service Manager will work with the Service Manager and Service Director to develop and administer a customer service program designed to build and retain a loyal customer base. Acts as the dealership’s goodwill ambassador to ensure customer satisfaction on all Service related issues. Essential duties include the following, other duties may be assigned.Customer Service Manager – Job Responsibilities: Assists in resolving customer complaints, and coordinates all manufacturer and internal customer follow-up programs.Works with Sales and Advisors to develop a process for ensuring each customer is informed of his/her warranty details, maintenance schedule and hours of operation of the service and parts departments.Works with appropriate individuals to schedule and confirm service appointments for customers experiencing mechanical problems.Prepares monthly reports on the status of customer satisfaction, including results of all factory-generated surveys. Reviews dealership service customer satisfaction standings with the general manager and service managers, monitoring significant changes and determining possible contributing factors.Maintains 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.Assists service customers during the morning service rush, when possible.Understands and ensures compliance with manufacturer warranty and policy procedures.Establishes and maintains good working relationships with customers to encourage repeat and referral business.Conducts periodic spot checks of completed jobs for thoroughness and quality.Serves as liaison with factory representatives.Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.Assists in resolving customer complaints which cannot be handled by Service Advisors.Handles customer complaints immediately and according to dealership’s guidelines.Establishes and maintains 48-hour follow-up with all customers to confirm satisfaction with the service experience.Performs other duties as assigned.Customer Service Manager – Requirements: Knowledge of CDK is preferred, but not requiredPrior dealership warranty experience is strongly preferredAbility to work in fast pace and challenging environmentAble to read and comprehend instructions and informationAbility to work with computersKey Skills / Qualifications: Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with others.Must possess and display a good personal presentation, confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.Listening skills, to understand exactly what customers require.Excellent problem-solving skills.Creative thinking, to be able to come up with new ideas to improve customer service standards.An ability to work well under pressureJob Type: Full-timePay: From $61,000.00 per yearBenefits:401(k) matchingDental insuranceDisability insuranceEmployee assistance programHealth insuranceLife insurancePaid time offVision insuranceSchedule:8 hour shiftMonday to FridayWeekend availabilityCOVID-19 considerations:The health and safety of our employees and customers is a high priority. All unvaccinated employees and customers are required to wear face coverings and practice social distancing when entering any Gunther building or establishment.Work Location: One location

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