Customer Experience Manager

7 days ago


Westminster, Colorado, United States Mercedes-Benz of Westminster Full time

Mercedes-Benz of Westminster is seeking a highly motivated Customer Experience Manager to join our team. As a key member of our service department, you will be responsible for delivering exceptional customer experiences and driving business growth.

The estimated salary for this role is $95,000-$175,000 per year, based on industry standards and location.

Key Responsibilities:

  • Work closely with customers to understand their needs and preferences.
  • Document vehicle problems and repair orders accurately and efficiently.
  • Provide detailed written estimates for labor and parts, ensuring transparency and accuracy.
  • Communicate effectively with customers regarding changes in estimates or timelines, obtaining necessary authorizations before proceeding.
  • Review repair orders to ensure work is completed and additional work or authorization is noted.
  • Explain completed work and charges to customers, building trust and satisfaction.
  • Make outbound calls to drive business growth, as directed by management.
  • Answer inbound calls and work with the BDC to schedule appointments daily.
  • Meet minimum monthly performance metrics, as established by management.
  • Build strong relationships with customers, understanding their needs and preferences.
  • Develop a personalized business strategy to drive consistent growth year-over-year.

Requirements:

  • High School diploma or equivalent required.
  • A minimum of 2 years' experience in a Service Advisor role.
  • Technical training or advisor training school graduate preferred but not mandatory.
  • ASE certification in at least one skill level recommended but not required.
  • Excellent customer service skills and ability to negotiate.
  • A valid driver's license with a clean driving record and criminal history check.
  • Detail-oriented and proficient in fast-paced, results-driven environments.

Benefits:

  • Paid holidays and time off.
  • 401(k) plan with 50% company match of first 4% contribution.
  • Medical, dental, and vision insurance.
  • Team member discounts on auto purchases and services.
  • Quarterly community involvement opportunities.
  • Strong advancement and career development opportunities.
  • Culture of coaching and mentoring.
  • Long-tenured employees, including several who have been with the company since its inception.
  • Monthly catered lunch and team recognition events.


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