City:West Palm Beach, State:Florida,
Company Name:Palm Beach Harley Davidson
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