Customer Experience Manager
7 days ago
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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