Principle Auto Customer Loyalty Manager - Principle Auto in San Antonio, Texas
Customer Loyalty Manager - Principle Auto
06-Jul-2017 to 25-Jul-2018 (CST)
San Antonio, TX, USA
Commensurate with experience
Health, Dental, Life, Short Term & Long Term Disability Insurance, Paid Vacation and Paid Flex Days, 401k with employer contribution
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At Principle Auto, we live to provide exceptional care.
Job Description: The Customer Loyalty Team Manager is responsible for supervising the Loyalty Team and assisting them with customers as well as working directly with the sales and service department to ensure we provide the best possible care to our guests.
Customer Loyalty Team Manager Duties and Responsibilities:
Provide exceptional customer service and teamwork with fellow associates.
Train, develop and coach the Loyalty Team staff.
Assist on the phones with the Loyalty Team when there is an abundance of calls or the department is short staffed.
Supervise Loyalty Team Staff with the following:
Conducting follow up phone calls for all service and sales interactions.
Calling customers to set up appointments with BMW Teleservice (vehicles will alert the dealership that service is due before the customer is even aware).
Answering incoming phone calls and filtering to the appropriate associate in the dealership.
Documenting all activities in a clear and concise manner using the appropriate systems and in accordance with established procedures.
Providing world class customer service to our Principle Auto guests.
Hire additional Loyalty Team staff as needed.
Characteristics for the Ideal Candidate:
Minimum three years on-the-job experience leading and supervising a team of at least 5 associates.
A minimum of five years of customer service experience. Preferred call center experience.
Must be able to interpret Company policies and procedures, ensuring they are adhered to by all associates.
Ability to communicate clearly with loyalty team members and management staff
Ability to establish and maintain effective, compatible, and professional working relationships with supervisor, management, and associates as well as external customers and vendors.
Organization and supervisory skills are crucial as is the capability to remain calm in stressful situations.
Must be detail oriented, able to multi-task, highly organized with excellent time management skills, interpersonal skills, initiative, adaptability, and ethical standards.
Must have excellent customer service skills and an understanding that quality customer service is the cornerstone of lasting customer relationships.
Must possess the ability to communicate, establish, and maintain effective and compatible working relationships with supervisor and co-workers.
Must be able to understand and follow written and verbal instructions.
High School Diploma a MUST.
Bachelor's degree preferred.
Must be proficient in English.
Professional personal appearance.
Ability to work comfortably with the public.
Good oral communication skills.
Clean driving record.
Valid state of residence driver's license.
Required to pass a drug test and background check.
Principle Auto maintains a strong policy of equal opportunities for all associates and applicants of employment. We hire, train, promote and compensate associates on the basis of personal and professional competence and potential for advancement without regard to race, color, religion, sex, national origin, age, marital status, disability or citizenship as well as other classifications protected by applicable federal, state or local laws. EOE