Address Join Mackay City Auto Group as a Customer Experience Service Manager and start a great career with one of the area's most respected auto companies.
Mackay City Auto Group is a premium multi-franchise new and used car dealership and one of 16 businesses owned by the Pickerings family from Townsville. Following a management change in 2020 and continued growth and are looking to expand our team with an additional Customer Experience Service Manager.
We are continuing to build our business to provide exceptional customer service to the motorists in the Mackay, Whitsunday & Bowen Basin regions. We sell and service; Ford, Volkswagen, Kia, LDV, Haval, Great Wall, Chrysler Dodge Jeep along with a wide range of premium and economy used vehicles.
Due to continued growth we are seeking to add an energetic and well-organised Customer Experience Service Manager to join the team. Working within a friendly team environment you will be responsible for frontline customer service and sales, customer management, general administration, and office duties.
It is desired that the Customer Experience Service Manager should have extensive experience in customer service, its strategies, activities and outcomes as well as information technology, records management and data integrity experience.
In addition, the ability to effectively motivate teams, and develop a team culture of best practice and continuous improvement is vital.
Finally, the Customer Experience Service Manager must be comfortable to work with senior management teams in planning, KPI’s, performance management and project implementation.
An industry leading retainer is offered as well as huge earning potential through commissions and achievement of monthly KPI's.
About the role:
A Customer Experience Service Manager is a key member of the service team as our interface with clients.
To excel in this role you need a combination of good administrative skills, attention to detail and the confidence to communicate with a wide range of people and be dedicated to delivering 'best in class' Customer Experience.
Specifically, the role works in three key areas, Customer engagement, Employee Engagement and Business Planning. Tasks include but are not limited to:
• Conduct Service follow-up activities with customers.
• Manage customer complaints.
• Mentor staff and develop customer-centric training and processes.
• Oversee data integrity and manage associated procedures.
• Manage OEM Customer Experience portals and KPI’s.
• Develop complaint tracking and trend analysis reporting.
• Present monthly customer feedback, Csi data and recommendations to the Senior Management team for all brands Manage invoicing.
• Demonstrate and cultivate a customer-centric culture across the Service Department
About you:
• Minimum 2 years experience in a similar role or extensive experience in a customer service role
• Effective leadership and negotiation skills
• Superior communication skills both written and verbal.
• Passion and dedication to the Customer Experience
• Mediation and conflict resolution skills
• The ability to influence and motivate teams.
• A good working knowledge of Dealership operations
• Current Driving License.
Why us:
• An industry-leading remuneration package including performance-based commissions paid monthly
• On going training and support
• Career pathways
• Subsidized gym membership
• Subsidized Private Health Insurance
• Wellness programs
• Fun, dynamic and professional team
• Full time role - Monday to Friday
Salary $70,000 plus commission.
Please apply by submitting a cover letter and your resume.
Only shortlisted candidates will be contacted
