Zimbrick is looking for energetic professionals interested in helping our business grow through remarkable customer service. If you are a motivated self-starter who thrives in a fast-paced environment, then this is your opportunity for a rewarding career with excellent growth potential.
Our Customer Service Manager is responsible for leading the Customer Service support staff and ensuring they offer the highest level of customer service. The ideal candidate will be a coach and mentor who develops our customer service teams in a variety of tasks that reflect our commitment to providing each customer with a safe and reliable vehicle.
Responsibilities
The Customer Service Manager (CSM) provides day-to-day leadership and is responsible for the overall operations of the Customer Service department. Their role is to ensure the successful delivery of excellent customer service within BMW and MINI Campus, focusing on efficient and premium level of customer service
In addition to your leadership, CSM applies excellent people management, team collaboration, customer service expertise and systems knowledge to lead the team that is responsible for meeting the daily needs of our customers in an efficient and effective manner
One of the CSM’s primary responsibilities is to ensure appointments scheduled by your team are entered accurately and efficiently, workflows and workload balancing between the team members
Direct Customer Service Representatives (CSR) activities on a daily basis - establish responsibilities, clarify expectations, set daily/weekly/monthly/yearly goals and objectives including answering customer calls, emails, text and chat. Appointment booking, reminders, TeleService and deferred service.
CSM will see that CSR team is trained and proficient at collecting customer payments via cash, credit or debit card as well as process to close and balance cash drawer.
Assist Service Director in creating and implementing metrics, standard policies and procedures leading to superior response time and quality to all internal and external customers
Assist with the completion of processes maps to define best practices for all points of contact with customers including phone, email and chat service appointments, direct vehicle inquiries to sales, appropriate front desk coverage and problem resolution
Ensure the completion and maintenance of all required paperwork, records and documentation
Take action in a manner that integrates a general duty of care respecting compliance with Zimbrick Dealership Group, policies and procedures, the Employee Handbook, the Code of Conduct, health and safety requirements and professional appearance of team.
Hire, train and onboard new staff. Maintain team member schedules to ensure department has proper levels of staffing to provide the highest level of customer service. Coach and train existing CSRs on consistent processes to provide a consistent high level of service to our guests.
Fill in and cover CSR roles when needed.
Actively participate in opportunities to improve individual knowledge of the company, its products & services, systems and processes
Hold formal 1 on 1’s monthly with Customer Service team members to stay engaged with your team. Review performance of CSRs and set-up action plans to overcome weaknesses and promote strengths.
Continually monitor and assess trends affecting the Customer Service aspects with goal of department providing a premium experience to all guests, every time.
What You Will Bring
An outgoing personality with strong people and listening skills.
Attention to detail, pride in your work, strong work ethic and a team-player attitude.
Proficiency in operating and navigating multiple PC-based programs at one time.
Proactive in problem solving and dedicated to customer service.
Ability to demonstrate Zimbrick’s Core Values every day.
What We Provide
Best of Madison Auto Dealer
Flexible schedules
Training – so no experience necessary!
Full benefits package including 401K match and Profit Sharing
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