Dealership Customer Service Manager

Dealership Customer Service Manager

We are seeking a highly motivated Dealership Customer Service Manager to join our team. The ideal candidate will excel in a dynamic and fast-paced environment, demonstrate proactive problem-solving abilities, and actively contribute to the company's success. You will possess exceptional organizational and communication skills, enabling you to effectively interact with customers and perform administrative tasks with precision and efficiency.

Core Duties

• Oversee and lead initiatives to support Dealership, Dealership Services, and Sublet accounts, ensuring comprehensive customer service for dealerships.
• Establish a dealership support model to provide best in class experience
• Work with cross-functional teams to enhance customer experience by building better internal support processes, tools and direct support
• Manage dealership billing and invoicing pertaining to sublet accounts, field operations, etc.
• Develop and refine work instructions, processes, and workflows, implementing innovative approaches as necessary.
• Provide in-office or virtual onboarding training to new employees, addressing their onboarding needs and expectations.
• Address escalated customer concerns and resolve issues promptly and effectively.
• Manage current Dealership Customer Account representatives while developing the program to serve our customers' needs best.
• Conduct one-on-one meetings with assigned employees to discuss performance, set expectations, and hold them accountable to metrics and goals.
• Participate in special projects and other duties as assigned to contribute to the organization's objectives.
• Implement necessary resource allocation to achieve team goals and metrics.
• Foster positive relationships with internal and external customers through effective written and verbal communication.
• Promote teamwork, a positive attitude, and the "No Tomorrow" XPEL philosophy
• Monitor various inboxes for inbound orders that need to be approved and processed.

Job Requirements :

XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.