Customer Relations Manager

Job Location: 6850 Hwy 121, Frisco, TX, 75034

We’re AutoNation – America’s largest automotive retailer from coast to coast, with over 220 stores representing 34 different vehicle brands. Our vision is to be America’s best place to buy and service cars and trucks. We do this by attracting great people to join our team who will delight our Customers and drive Customer loyalty.

We offer great career opportunities from coast to coast, along with excellent pay programs, benefits, training and a culture where we strive to help our Associates be highly successful.

If you have the drive, we have the vehicle.

Position Overview

The Customer Relations Manager is responsible for fulfilling the dealerships customer relations policies in an effort to build and retain a loyal customer base.

Who Would I Interact With?
This position interacts daily with Customers, Sales Managers, Sales Associates, Financial Services Managers, Service Managers, and Service Advisors, just to name a few.

What are the day-to-day responsibilities?

• Responsible maintaining high customer retention, customer satisfaction and monitoring customer complaints
• Contact service customers after their visit to monitor quality and satisfaction
• Contact customers on the day following delivery of the vehicle
• Keep records of factory customer satisfaction indexes and reports
• Make sure appropriate manager has received copies of any written complaints
• Ensure that all service complaints are resolved
• Keep records of all customer complaints and solutions
• Assist in resolving customer complaints, which can not be handled by Sales Consultants, Service Advisors or Managers
• Monitor improvement efforts that will increase customer satisfaction and customer loyalty
• Provide training to employees on better customer service
• Prepare and deliver call and complaint reports to the General Manager
• Print and distribute all customer related reports
• Provide feedback for improving the new vehicle delivery process
• Responsible for making sure surveys are taken care of in a timely manner
• Help the Parts Department with tracking, notify customers when special order parts are in and help to develop a follow up system of special order parts that are not being attended to
• Conduct customer service classes as needed, to include but not limited to; telephone etiquette, greeting customers, common courtesy and basic good customer service
• Attend meeting and trainings as needed
• Perform other duties as assigned

What are the requirements for this job?

• High School diploma or equivalent
• Possess excellent written and verbal communication skills
• Must have excellent phone and organizational skills
• Two years of customer service experience (preferred)
• Previous supervisory experience (preferred)

AutoNation is an equal opportunity employer and a drug-free workplace.