Kendall Subaru Customer Experience Manager at Kendall Dealership Holdings LLC – Marysville, Washington

Kendall Auto Group is one of the largest family owned and operated dealers in the Pacific Northwest and premier employer in Marysville. We are looking for a Customer Service Manager to join our Kendall Subaru team. The Customer Experience Manager is the dealership’s goodwill ambassador and fulfills the dealership’s customer relations policies in an effort to build and retain a loyal customer base.

Duties & responsibilities:

• Work with the sales and service departments to ensure that post-sale/service customer contacts are made and that updated files are kept on all customers.
• Assists in resolving customer complaints which cannot be handled by sales/service people or managers.
• Coordinate all manufacturer and internal customer follow-up programs.
• Report dealership NPS scores for Sales and Service to management.
• Prepare weekly and monthly reports on NPS rankings in the dealership. This includes:

1. Current zone and region standings
2. Significant changes in customer ratings and possible contributing factors
3. New customer satisfaction ratings
4. The dealership’s achievements with customer satisfaction
5. Case histories of customer problems and how they were handled.
   • Provide training in group and individual settings so all departments are aware of customer service standards.

Additional Expectations:

• Handle all Customer Concerns first… if you cannot resolve, see the GSM or Service manager for immediate resolution.
• Monitor all CRM emails, phone calls and letter communications regarding CSI for sales and for Service
• Working with the Mangers to resolve any issues and close the loop for follow up with the customer. Document all communications in DriveCentric.
• Apology letters and or emails will be personalized. No form, letters or templates for auto response.
• Make a 7-day follow up CSI call.
• Responsible for attending and participating in new hire and existing training of front line employees, keeping NPS and Certification initiatives in front of all employees.
• Post both daily and monthly scores in employee accessible areas including break room, technician locker room etc.
• Weekly in advance schedule all CSI underperformers in for a training meeting, mandatory attendance if they are below the district average. If an employee fails to attend without permission of the General Sales Manager or Service Director, this will be cause for disciplinary action such as a write up.
• Monitor all daily delivery checklists returned and signed by the salesperson, customer and Manager. A monthly list will be maintained.
• Responsible for training of all employees in superior customer service to include telephone receptionist and cashiers.

Join Kendall Auto Group and START SOMETHING GREAT! We are a family-owned and operated company with auto dealerships in Washington, Idaho, Oregon, Montana, and Alaska. Kendall has been selling and servicing vehicles since 1937.

Our mission at Kendall is simple: To deliver an unrivaled customer experience. Through our highly motivated, knowledgeable and caring team of professionals, we pledge to listen to and respect your needs. Doing the right thing means more than selling and servicing vehicles. Our progressive attitude means being exceptional stewards of the communities we operate in. It means going above and beyond every day for the people who mean so much to us – our employees and customers.

Our employees are members of the Kendall family, who share our same goals and passions. Ideal candidates are confident, driven people who are excited to grow and succeed with one of the most successful automotive dealerships in the Pacific Northwest. We offer eligible employees medical, dental, vision and life insurance, Paid Time Off, a 401(k) plan with company contributions, an entire family purchase plan and much more! If you are looking for a rewarding career, we would like to meet you and start something great!

Candidates must be willing to work weekend and evening shifts, have the capacity to operate a wide variety of vehicles including cars, trucks, and vans, including hybrid models, have a good driving record and valid driver license.