Customer Resource Manager

Job Opportunity

Job Description Remote : This position does not require employee to be on-site full-time to perform most effectively. The employee's role enables them to work off-site on a permanent basis. This position requires an employee to cover territory visits to dealerships in a reoccurring frequency. The territory covers dealerships within the entire Southeast Region. The selected candidate must live within a 50-mile radius of Philadelphia, PA or relocate to assigned territory. This job may be eligible for relocation benefits.

The Role The Customer Experience Team within Customer Care and Aftersales (CCA) is laser focused on delivering a leading customer experience. We attract more customers by focusing on processes which drive retention and contribute to the revenue that we generate in CCA. We elevate every customer engagement to improve outcomes for our dealers and customers. We remove obstacles and provide support to our field team to drive high-impact process improvements which help build trust with our field partners, dealers and end customers. The Customer Resource Manager has a passion for delivering exceptional customer experiences by handling and resolving issues in a timely manner. They own critical customer interactions and advocate for the customer bridging communications between the Customer Assistance Center, the dealership and our field team. This is a high-profile role which interacts directly with our Business Resource Center facilitating repurchases and exchanges, goodwill, policy and CSI exception to help resolve customer issues. They will be highly engaged with key customer issues including cases involving the Better Customer Bureau (BBB), state agencies including supporting Lemon Law processes as well as small claims or other arbitration dispute resolutions.

What You'll Do (Responsibilities)

• Develop and innovate new solutions to create a world class customer experience.
• Take full ownership of customer issues, managing each case from initial contact through to resolution to ensure a positive outcome.
• Utilize superior communication skills and problem-solving abilities to optimize workflow and reduce bottlenecks for our customers to improve the outcomes.
• Analyze customer and dealer data to support process improvements for our dealers to ensure customers are satisfied with the time to complete their vehicle service visit and that the vehicle was fixed right the first time.
• Manage interactions with the Customer Assistance Center and our retail field partners including end-to-end execution for high-profile referrals.
• Coordinate empowerment and goodwill initiatives and lead training on the available tools.
• Attend and participate in local dealer and field team meetings to help dealers identify opportunities and trends to drive process improvement.
• Act as the Regional Liaison with the outside agencies representing our customers. Including attending hearings or depositions if needed.
• A passion for great customer experiences as well as an automotive industry acumen and versatility to work cross functionally across the organization and engage effectively with our retail dealer body.

Your Skills & Abilities (Required Qualifications)

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