Career Voyages - Automotive Jobs - Customer Relations Manager

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From Automotive Retailing Today...

Job Definition

The customer relations manager is the dealership's goodwill ambassador. Working with the dealership owner, general manager and department managers, the customer relations manager implements and administers the dealership's client policies to build and retain a loyal customer base.

As with all positions within dealerships, customer relations managers are expected to uphold the highest ethical standards.

Job Duties

Job duties for a customer relations manager include:

Working with all employees to ensure service level goals are met, while championing high levels of service.
Resolving customer complaints, following up with customers to receive feedback on their service and ensuring salespeople make contact with customers within 48 hours of a sale or delivery.
Scheduling service appointments for new customers experiencing mechanical problems on new vehicles.
Analyzing satisfaction surveys and developing action plans and campaigns to improve customer loyalty; reviewing plans and objectives with management and sales department.

Job Requirements

One year of experience in a customer service position and one year of experience in a dealership position is preferred for customer relations managers.

Customer relations managers need excellent communication skills, as well as the ability to work well with customers and resolve problems.

Managers are required to maintain the profitability of their department while controlling expenses and maintaining customer satisfaction.

Education Requirements

A high school diploma or the equivalent is required and a bachelor's degree in communications is preferred. A strong background in business, analytical studies and negotiation is beneficial.

Career Path

The customer relations manager may have experience as a salesperson and previous experience in customer service positions. Customer relations managers may become a general manager with the right amount of experience.

Salary Range

The average annual earnings of customer relations managers are approximately $30,000 to $50,000. Earnings vary depending on experience, and the dealer's geographic location and size.

Some dealerships, especially larger ones, may pay bonuses and have special incentive programs for exceeding sales quotas.

Please click here for more information about average salaries.

Benefits

Benefits vary by employer, but most dealerships offer on site training, health insurance, retirement plans, and other benefit options. Talk with the specific dealer human resource manager about benefit packages.

(Source: Automotive Retailing Today.)

Education and Training in Automotive


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