Overview
Customer Experience Manager (CXI), Palm Beach Harley-Davidson
The Motorcycle Company is proud to announce our newest location in West Palm Beach, FL. We are adding to our current staff and now hiring a Customer Experience Manager.
This is your opportunity to join one of the most dynamic and fastest growing Harley-Davidson dealer groups in the USA.
Are you a Harley-Davidson enthusiast who loves to help others enjoy the Harley Davidson experience? This could be the job for you!
Our revolutionary sales process is all about creating a better motorcycle buying experience for all of our customers. This position will focus on the relationship management of our customers and the seamless flow of our sales process. Communication is the key ingredient to success and this position is focused on the detail of communication and follow-up. When issues arise, proper follow up, resolution and follow through are critical to preserving the purchase experience, and this position is central to that effort. The overarching goal of this position is to deliver on our WIG which is to “fulfill dreams by delivering a premium customer experience creating customers for life.”
Key Result Areas
* Driving the H-DMC CXI Dealership Scores
* Responsible for developing and maintaining the customer relationship
* Monitors daily customer feedback via multiple systems (CXI, Survey Monkey, eLeads, Lightspeed)
* Monitors and manages online reputation (Google Reviews, Yelp, Yellow Pages, BBB, etc.)
* Delivers structured complaint resolution process
* Drives customer feedback efforts, making calls, emails, texts, and other communications as directed
* Working closely with department managers and general managers to deliver on our WIG
Major Duties and Responsibilities
* Review CXI surveys and monitor alerts on daily basis, throughout the day
* Review and monitor Survey Monkey alerts on a daily basis, throughout the day
* Review and monitor online reputation review sites on a daily basis, throughout the day
* Review Sales Log, CSI Call Back Log, and eLeads, for overdue activities on a daily basis
* Follow up with customer experience issues and complaints, adhering to our dealership complaint resolution process (Complaint Forms, Complaint Log, Teamwork)
* Follow up with Customers to drive CXI surveys
* Share stories of success as well as feedback for improvement with management and personnel
* Analyze reporting result scores and identify strengths and opportunities and address these
* Other duties as directed by the general management
Customer Service
* Greet customers immediately, in a courteous and friendly manner
* Handle telephone transactions with an upbeat and friendly tone
* Answer all customer questions or make a commitment to get the answer in a timely manner
* Handle customer complaints according to dealership policy, showing empathy and a positive attitude, and demonstrate our commitment to “make things right”, as specifically directed by the management team
Qualifications
* Customer experience background
* Call center experience
* Good with computer and the ability to learn customer management relationship software
Let us help you get what you want out of a career. Come grow with us.
Please apply by sending us your resume.
*Please do not contact the dealership directly. All inquiries and resumes must be submitted
Job Type: Full-time
Required experience:
- Call Center: 1 year
- Customer Service: 1 year
About Palm Beach Harley Davidson
This is your chance to join one of the fastest growing Harley-Davidson dealership groups in the United States and be a member of an industry leading team. Thank you for taking the time to send your resume and the interest you have shown in our company. Palm Beach H-D is owned by the Veracka Family, who have celebrated success, in the Motorcycle Industry, for over 30 years.
This is an exciting time as we continue to expand with acquisitions across the United States. With expansion come opportunities for top performing Team Members to grow their careers. We hire candidates from outside our company but also promote from within. We encourage everyone to achieve success, have fun and earn the rewards we offer.
We encourage training and performance improvement making tools available to you, through Harley-Davidson University (HDU). HDU offers some of the best on-line training programs in the industry. We believe that everyone continues to learn throughout their career and we encourage you to do the same, with the learning tools that we make available to you, only at Harley-Davidson.
Career advancement opportunities available based on merit.
Opportunities are available at all locations. Please inquire for more information.
Palm Beach Harley-Davidson is an equal opportunity employer.
