Customer Relations Manager

Description

Customer Relations Manager

Competitive Pay!

Experience Preferred

Jim Hudson Automotive Group has been family owned and operated, and serving Columbia, since 1980. 

Jim Hudson Toyota Irmo is hiring a motivated and enthusiastic Customer Relations Manager to develop and administer a customer relations program designed to build and retain a loyal customer base and act as the dealership's ambassador.  We value our employees and invest in their success.

We offer:

• Pay: $55,000-$75,000 annually

• Medical, Dental and Vision Insurance

• $25K employer paid life insurance

• Disability Insurance

• 401(k) retirement plan with employer match

• Employee Assistance Program

• Employee Assistance Fund

• Corporate Chaplain

• Paid Vacation and Personal Leave

• Paid Holidays

• Christmas Bonus

• Tenure Bonus

• Career advancement opportunities

• A positive and professional work environment

Responsibilities – Customer Relations Manager:

1. Act as the primary liaison between the dealership and its customers, ensuring a positive and professional customer experience.
2. Coordinates manufacturer assistance when all dealership resources have been exhausted.
3. Coordinates customer follow-up programs.
4. Ensure customer retention throughout Toyota Loyalty & Engagement (TLE)metrics.
5. Works 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.
6. Monitor daily and follow up on customer satisfaction surveys as well as online reviews and resolve issues to protect dealership      reputation.
7. Prepares monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated      surveys.
8. Discusses dealership customer satisfaction standings with the general manager and department managers, monitoring significant      changes and determining possible contributing factors.
9. 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.
10. Reviews all post-sale service cases with the service manager once a month.
11. Maintains a file of the dealership's customer satisfaction achievements.
12. Assists service customers during the morning service rush, when possible.
13. Oversees the in-house café.
14. Works with department managers to develop a positive relationship with and between employees.  
15. Attends sales, service and management meetings.
16. Ensure all team members understand and support the company’s commitment to high-quality customer service.
17. Assist with customer and employee events, appreciation initiatives and community outreach.
18. Maintains a professional appearance.
19. Other tasks as assigned.
    
     

Requirements

Requirements – Customer Relations Manager:

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. 

1. Proven experience in a customer service, customer relations or dealership-related role, preferably in the automotive      industry.
2. Strong Interpersonal and communication skills.
3. Ability to handle difficult conversations with professionalism and empathy.
4. Highly organized and detail-oriented.
5. Positive attitude and strong conflict-resolution skills.
6. Ability to perform at a high level in a fast-paced environment.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.