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Customer Care Manager, Charlotte, North Carolina in Charlotte, NC at Echo Park

Date Posted: 6/8/2018

Job Snapshot

Job Description


Job Summary -
The Customer Care Manager oversees every guest by exceedingtheir service expectations. The Customer Care Manager assists the ExperienceManager in reaching desired targets for associate guest satisfaction and brandidentity.
 
Essential Functions –
Customer Care Manager Functions
•        Realize first and foremost that the overallobjective is the guest’s satisfaction which is the benchmark for success
•        “Own” the guest’s concerns until you’ve resolved their needs
•        Resolve conflicts for guests in amanner that builds the brand
•        Greet guests in a timely, friendly manner, withthe goal of building rapport
•        Determine each guest’s vehicle service needs byasking open ended questions and actively listening
•        Check on the progress of issues throughout theday. Contact guests regarding any changes in the promise time.
•        Answer guest questions, accurately, openly,honestly
•        Work with other team members to problem solve,if necessary, in order to efficiently address a guest’s need
 
CustomerCare Functions
 
•        Provide an outstanding culture ofcommunication with the guest and team
•        Meet production and guest satisfactiongoals
•        Treat your teammates with respect
•        Use technology to assist guests
•        Keep an open mind about how we canconstantly innovate
 
Minimum Qualifications –

•        Work habits that are guest-centric and committedto exceeding the guest’s needs
•        A history of success in a team environment
•        Ability to utilize our technology and staycurrent with our technology training
•        Experience using good problem solving skills,and taking the initiative to think critically to identify improvementopportunities
•        Ability to take ownership of the details – largeand small
•        Decision making that demonstrates good judgment
•        Have a general knowledge of vehicle mechanicaloperations
•        Have a clean motor vehicle record and cleancriminal background record
 
Desired Experience –
•        Experience in a customer service, training or guestadvocacy role
•        Experience in an automotive service repairenvironment
•        High school diploma or equivalent

•        Experience with web-based search applicationsand tablet technology

Are you interested in joining our Charlotte team as a Guest Experience Manager? Apply today or contact us at 855-920-5038 or by email at echoparkrecruiter@echopark.com 

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