Northside Ford

Customer Relations Manager

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Description/Job Summary

SUMMARY

Ensures that the Northside Ford team provides excellent customer service and ensures that social media interaction reflects that excellent customer service.

Responsibilities/Duties

ESSENTIAL DUTIES

 

Essential duties include the following.  Other duties may be assigned.

 

  • Trains employees in the areas of customer satisfaction, customer viewpoint, vehicle delivery, and customer follow-up.
  • Develops processes and procedures to monitor and resolve customer disputes.
  • Performs customer follow-up using the dealership CRM at appropriate intervals after sale of vehicle to proactively encourage satisfied customers to complete the customer viewpoint survey. Also, proactively begins dispute resolution process when customer concerns are relayed during follow-up.
  • Monitors Ford’s Customer Viewpoint on a daily basis.  Enters Snapshot Alerts into the dispute resolution process.   Communicates with customers and staff until dispute is resolved or closed.  Encourages customer completion of the follow-up survey.
  • Communicates appreciation to customers for their completely satisfied and excellent responses to the sales survey to encourage future excellent and completely satisfied responses to Quicklane/Service Surveys.
  • Creates management reports to document customer processes, procedures, and results.  Communicates those results on a regular basis with management.
  • Monitors social media.  Attempts to resolve customer concerns through the dispute resolution process.  Communicates with customers/potential customers as part of that resolution process.
  • Reports trends in customer complaints on social media to management.  Assists in creating processes and procedures to proactively address common customer complaints/concerns.  
  • Interacts with department management and directors to resolve customer complaints through their cooperation. 

Required Skills

LANGUAGE SKILLS

 

Ability to read and interpret documents. Ability to write routine reports and correspondence.   Ability to respond to common inquiries or complaints from customers.  Ability to effectively present information and respond to questions from groups of managers, employees, and customers.    

 

MATHEMATICAL SKILLS

 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to draw and interpret bar graphs.

 

REASONING ABILITY

 

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of instructions and deal with several abstract and concrete variables.

Required Experience

EDUCATION AND/OR EXPERIENCE

 

Associate’s degree or equivalent and three years’ experience in a related field.

Required Education

EDUCATION AND/OR EXPERIENCE

 

Associate’s degree or equivalent and three years’ experience in a related field.

Required Qualifications

QUALIFICATIONS

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Details

PHYSICAL DEMANDS

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee is occasionally required to stoop or crouch.  The employee is occasionally required to use hands to finger, handle or feel.  Specific vision requirements include close vision, color vision, and depth perception.

 

WORK ENVIRONMENT

 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The noise level in the work environment is moderate.

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Northside Ford is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at cshakoor@nsford.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about our commitment to equal employment opportunity, please click here.