Customer Service Manager

Overview

CUSTOMER SERVICE MANAGER

HARLEY-DAVIDSON

What we offer:

*A senior leadership position

*Flexible Schedule

*Hourly and big bonuses

*Employee discounts

*Comprehensive benefits

*Fun working environment

*Advancement opportunity

Job Overview

Summary/Objective
The CXI/Customer Service Manager proactively contacts customers to assist achieving and maintaining the overall positive rating of our dealership’s Customer Experience Index by ensuring the highest level of satisfaction to customers. This position works with sales, service, and administrative departments to ensure overall customer satisfaction and increase sales.

Essential Functions

Contacts all motorcycle customers after purchase
Resolves any customer concerns in concert with department management
Encourages/manages sold customer survey process
Acts as a player/coach, required to perform the CXI duties of any department
Acts as the “second tier” for customer complaints, is an advocate for the customer
Deals with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show the company’s commitment to excellent customer service and to increase customer satisfaction and loyalty
Assists with answering customer inquiries and problems and routing customer to the appropriate contact and or department
Follows up and insures positive outcome on all customer concerns
Serves as a liaison between the dealership and its customers and represents the dealership at various public relations events
Assists service customers during the morning service rush, when possible
Conducts telephone follow up for service customers courteously and promptly
Supervises all vehicle deliveries, ensuring each customer is informed of your contact information to resolve any concerns before the survey
Develops and monitors the results of a dealership customer service questionnaire
Implements customer satisfaction programs
Administers Customer Experience Index (CXI) questions to customers and decipher the outcomes of those questionnaires
Communicates results of CXI to management and employees by defining scores and grading dealership based on graded scale
Strives for high ranking on manufacturer surveys. Monitors results daily
Informs salespeople of their individual performance scores and makes suggestions for improvement as needed
Understands the terminology of the Harley-Davidson business and keep abreast of technology changes in the product
Follows all attendance and punctuality standards with adherences to timekeeping standards; Employees are required to record the beginning and ending times of any shift, meal break or departure from work for personal reasons
Follows the Company Code of Business Ethics and Conduct
Upholds the company’s non-disclosure and confidentiality policies and agreements
Maintains a professional appearance for self and subordinates in accordance with company policy
Attends pertinent training and stay current with the sales department concerns and sales techniques
Attends company meetings
Other duties as assigned
Competencies

Ability to manage, including disciplining and terminating personnel as required to meet departmental and organizational goals
Ability to effectively lead a team to achieve departmental and organizational goals
Strong organization skills and ability to multi-task
Exceptional customer services skill
Ability to provide training on customer service best practices to other employees
Excellent communication skills both oral and written with the ability to effectively communicate with customers via face-to-face, phone, or by other means of communication.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to process data and organize it for management analysis.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages
Ability to understand and follow work rules and procedures
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
Ability to interact well with others and be a positive influence on employee morale throughout the organization
Supervisory Responsibility

Yes

Position Type/Expected Hours of Work
Evening, weekend, and holiday work hours as required.

Required Education and Experience
High school diploma or the equivalent, and one to two years related experience.

Preferred Education and Experience
Associate’s degree (A. A.) or equivalent and two years or more related experience and/or training; or equivalent combination of education and experienc

Benefits offered:

Paid time off
Health insurance
Dental insurance
Retirement benefits or accounts
Employee discounts
Flexible schedules
Workplace perks such as food/coffee and flexible work schedules
Others
Hours per week:

30-39
Working days:

Tuesday
Wednesday
Thursday
Friday
Saturday
Typical end time:

5PM
Typical start time:

9AM
Work Remotely

No