Customer Care Manager

Automotive Customer Care Manager - Essential Duties

• Assists in resolving customer complaints, and coordinates factory assistance when all dealership resources have been exhausted.
• Ensures that new vehicles are properly prepped for delivery.
• Assists in the delivery of new and used vehicles, ensuring that each customer is informed of his/her warranty details, maintenance schedule and proper use of the vehicle's features, particularly those related to safety. Explains the hours of operation and location of the service and parts departments.
• Coordinates customer follow-up programs.
• 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.
• Schedules and confirms service appointments for any new customers experiencing mechanical problems. Follows up with all parties after repair has been completed.
• Prepares monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys.
• Discusses dealership customer satisfaction standings with the general manager and department 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.
• Reviews all post-sale service cases with the service manager once a month.
• Maintains a file of the dealership's customer satisfaction achievements.
• Assists service customers during the morning service rush, when possible.
• Writes articles for customer newsletters.
• Attends sales, service and management meetings.
• Maintains a professional appearance.
• Other tasks as assigned.