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Customer Care Manager in Denver, CO at Echo Park

Date Posted: 4/10/2018

Job Snapshot

Job Description

Job Summary -
The Customer Care Manager oversees every guest by exceeding their service expectations.   .  The Customer Care Manager assists the Experience Manager in reaching desired targets for associate guest satisfaction and brand identity.
 
Essential Functions –
Customer Care Manager Functions
  • Realize first and foremost that the overall objective 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 a manner that builds the brand
  • Greet guests in a timely, friendly manner, with the goal of building rapport
  • Determine each guest’s vehicle service needs by asking open ended questions and actively listening
  • Check on the progress of issues throughout the day. 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
 
Customer Care Functions
 
  • Provide an outstanding culture of communication with the guest and team
  • Meet production and guest satisfaction goals
  • Treat your teammates with respect
  • Use technology to assist guests
  • Keep an open mind about how we can constantly innovate
 
 
Minimum Qualifications –
  • Work habits that are guest-centric and committed to exceeding the guest’s needs
  • A history of success in a team environment
  • Ability to utilize our technology and stay current with our technology training
  • Experience using good problem solving skills, and taking the initiative to think critically to identify improvement opportunities
  • Ability to take ownership of the details – large and small
  • Decision making that demonstrates good judgment
  • Have a general knowledge of vehicle mechanical operations
  • Have a clean motor vehicle record and clean criminal background record
 
Desired Experience –
  • Experience in a customer service, training or guest advocacy role
  • Experience in an automotive service repair environment
  • High school diploma or equivalent
  • Experience with web-based search applications and tablet technology