Customer Service Manager

Customer Service Manager

Our Customer Service Managers play an important role in creating an exceptional experience for every customer who interacts with our dealership.

We're looking for a professional and customer-focused Customer Service Manager to lead our customer service efforts, resolve concerns, improve customer satisfaction, and help ensure our team consistently delivers the level of service our customers expect. This is an excellent opportunity for someone who enjoys working with people, solving problems, and leading a team in a fast-paced dealership environment.

Responsibilities

• Lead and oversee the dealership's customer service and customer experience efforts.
• Monitor customer satisfaction, CSI scores, reviews, and other customer service metrics.
• Follow up with customers to ensure concerns are addressed and expectations are met.
• Handle escalated customer concerns professionally and work toward effective resolutions.
• Coach and support employees on communication, professionalism, and customer service standards.
• Work closely with Sales, Service, Parts, and management to resolve customer issues and improve the overall customer experience.
• Monitor customer follow-up processes and ensure customers receive timely communication.
• Identify trends in customer feedback and recommend improvements to dealership processes.
• Assist with customer retention and relationship-building initiatives.
• Maintain accurate records of customer concerns, resolutions, and follow-up activity.
• Help develop and implement customer service procedures and training.
• Participate in dealership meetings and provide management with feedback and recommendations.
• Ensure customer interactions are handled professionally and in accordance with dealership policies.
• Perform other duties as assigned.

Requirements

• High school diploma or GED; additional education or training is a plus.
• Previous customer service, dealership, hospitality, sales, or management experience preferred.
• Previous leadership or supervisory experience preferred.
• Strong communication, listening, and problem-solving skills.
• Professional and confident when handling difficult customer situations.
• Strong organizational skills and attention to detail.
• Ability to manage multiple customer concerns and priorities at the same time.
• Comfortable working with customer service metrics, reports, and CRM systems.
• Positive attitude with a genuine commitment to customer satisfaction.
• Ability to work effectively with employees and managers across multiple departments.

Compensation and Schedule

• $60,000-$80,000 per year , based on experience and qualifications.
• Performance-based opportunities and career advancement within the organization.
• Full-time position.
• Five-day work week.
• Schedule based on dealership hours and business needs.
• Some evenings and Saturdays may be required.

Benefits

• Affordable Health Insurance: Comprehensive medical, dental, and vision coverage for you and your family.
• Competitive 401(k): Build your future with our retirement savings plan.
• Paid Time Off (PTO): Includes paid holidays and vacation after 90 days of full-time employment.
• Paid Maternity & Paternity Leave: Support for new mothers and fathers.
• Paylocity "Pay On Demand": Access your earnings before payday (up to $2,000).
• Employee Discounts: Discounts on vehicle servicing and new car purchases.
• Continuous Training & Mentorship: Grow professionally and advance your career within our group.
• Employee Tenure & Recognition Program: We celebrate milestones and contributions.
• Fun Company Events: Awesome experiences for employees and their families!

About Rohrman Automotive Group

Rohrman Automotive Group is one of the Midwest's most respected dealership groups, with locations across Indiana, Illinois, and Wisconsin representing a wide range of top automotive brands. We are a family-rooted organization built on a culture of accountability, performance, and people.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.