Customer Experience Supervisor (Automotive)

Job Description

.Creating goals and objectives for service department front office, focusing on customer retention/satisfaction
.Work together with management, to create and implement an atmosphere in service department as "customer first" principles as per JEEP compliance
.Directly deal with any customer concern escalations, fix the concerns within minimum time
.Keep up-to-date all kind of JEEP reports regarding service and customer related
.Supervise front office service advisor team, as well as monitoring their performance in delivering customer experience
.Creating goals and objectives for the department, which includes an annual operating budget and a marketing plan to promote new and repeat business
.Providing training on administrative policies and procedures for customer service department staffs. Encouraging front office staffs to keep their skills up-to-date through periodic training on new systems and components offered by the automotive manufacturers
.Keeping up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives
.Review and provide required service suggestions for network business expansions
.Maintaining the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to dealership policy. 

Job Requirements

.Occasional Traveling to local Provinces and other as needed
.Good English Communication in both verbal and written
.At least 2-3 years direct work experience in customer service front office
.Take initiative and ownership of the work
.Highly detail oriented, organized and able to handle work load situations
.Microsoft Office Suite proficiency required Especially Excel and analytic skills
.Experience in the automotive industry is must.