Customer Service Experience Manager - Jobs in Surrey, BC

Job Description

Its All Good at Applewood!If you can literally hear the Applewood jingle in your head, that means youre either really in tune with the auto industry, or weve done a great job at marketing ourselves!Either way, if you have worked in a customer service management role, this may be the perfect role for you!The PositionAs the Customer Service Experience Manager you will be the face of the operation from a customer standpoint. You will be the to-go person for clients to have that WOW experience with the dealership. You have superb customer service skills are love building rapport with all kinds of people. This role requires you to have strong problem solving skills, efficiency/time management in solving issues, empathy, and being able to manage all types of concerns.You should be able to satisfy the customers concerns, needs and request. Being able to follow-up and solve issues in a timely manner to deliver a ROCK STAR experience.You can grow the dealership by building successful, positive, long-term customer relationships.

• Managing portfolio of customer concerns, requests, and feedback
• Developing positive relationships and handling customers’ needs
• Ensuring that all customers leave on a happy note
• Coordinating with all departments for improvements or constructive feedback
• Working closely with management to ensure that communication and needs of the customers are being met
• Managing and tracking our CSI systems

Responsibilities & Duties:

• Ensuring that google ratings, reviews, and social media ratings are monitored and addressed.
• The first point of contact when customers are coming into the dealership
• Supporting customers with the correct information, finding or directing them to the appropiate department.
• Monitoring and maximizing the client satisfaction measured by ISI and IPI
• Identifying problems causing customer dissatisfaction, finding solutions, monitor issues, and following up with customers (lobby management)
• Monitor and utilize the customer connection follow-up system
• Observes and coaches team members’ behaviors to maintain high standards of customer service.
• Continuously improving customer experience standards and processes based on feedback
• Coordinating with other departments to ensure smooth customer experience
• Prioritizing customer issues and supporting the experience team to bring them to a satisfactory resolution.

What You Bring:

• 3+ years’ Customer Service Experience
• 1+ years of Management experience
• Data entry and document preparation/organization experience
• Computer proficiency (MS Office and other applications)
• Excellent communication and organizational skills
• Strong organization and prioritization skills
• Preferred bachelors degree

What Youll BringAt Applewood, our core values include:1. All Applewood Team Members provide exceptional service to their clients and each other, like they would to their favourite Rockstar, Celebrity, or Hero.2. Applewood Team Members are problem solvers who will work hard to find a way to say “YES”.3. Applewood Team Members come to work to work. We expect our team members to work smart and hard towards their goals and the dealership goals.Why Applewood Auto GroupOur Team Beats with One Heart, need we say more We offer a fun environment with an ever-growing company.How to Apply: Interested candidates should attach an updated resume along with a cover letter explaining how you fit in with our core values and this position.You must complete the mandatory personality and behavioural profile. It takes about 25 minutes to complete, so ensure you are free from distractions when completing. Copy and paste or click on this link to start:https://www.ondemandassessment.com/link/index/JB-IKXNH64K4u=1105163Candidates who do not complete the required assessment will automatically not be considered for the next steps.We thank all of those who take the time to apply and will try to get back to everyone as much as possible. Our recruitment team is quite small, but mighty! So please be patient if you don’t hear back right away.At Applewood, we value diversity, equity and inclusion. We welcome all applicants with diverse backgrounds and will never discriminate based on race, religion, gender, identity, age, experience and anything else you can think of. If you need any special accommodation during our recruitment process, please let us know. We are more than happy to assist.Application Process: Submit your cover letter and resume and complete the mandatory personality and behavioural assessment. Our recruitment team will screen and invite some candidates to an initial phone screen. You’ll then meet with the Management team at one of our Langley dealerships. You’ll also be asked to complete a credit and criminal reference check. We’ll send our top candidate an offer and will welcome you on board.Sounds good to you Go ahead and click on the Apply button today. We look forward to connecting with you!Job Type: Full-timeSalary: From $4,000.00 per monthBenefits:

• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• Store discount

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Overtime
• Weekend availability

Supplemental pay types:

• Bonus pay
• Overtime pay

Ability to commute/relocate:

• Surrey, BC: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelors Degree (preferred)

Experience:

• Customer Service: 3 years (required)
• Customer Management: 1 year (required)

Licence/Certification:

• Drivers License (preferred)

Shift availability:

• Day Shift (required)

Work Location: One locationQuick Apply

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