We are currently seeking a skilled and customer-focused individual to join us in a temporary capacity as a Nissan Owner Loyalty Manager.
In this role, you will serve as the primary advocate for our Nissan customers, ensuring their satisfaction and fostering long-term loyalty during a designated period.
Your responsibilities will encompass engaging with customers, identifying process improvements, managing dealership initiatives, overseeing training programs, and maintaining our dealership's social reputation.
Additionally, you will participate in incentive programs aimed at rewarding dealers for outstanding customer experiences.
*Key Responsibilities:*
* Interpret customer touchpoints through the lens of the Nissan customer, ensuring their satisfaction at every interaction.
* Engage with customers to address concerns, questions, and ensure overall satisfaction.
* Identify opportunities for process improvement and facilitate recovery meetings to address issues.
* Utilize Nissan advocacy tools to monitor and address customer concerns effectively.
* Supervise and manage dealership social reputation by monitoring and responding to social reviews.
* Oversee dealership participation in Nissan program initiatives and manage incentive earnings.
* Conduct training and certification programs for dealership employees, tracking completion status.
* Assess dealership against Customer Experience Excellence (CEE) criteria and implement action plans accordingly.
* Collaborate with dealership and Nissan management on performance trends, initiatives, and process changes.
* Utilize technology tools to build and maintain social reputation in the dealership's community.
* Participate in incentive programs rewarding dealers for exceptional customer experience results.
* Quarterly dealer payouts based on Owner First Survey (OFS) results and other qualifiers.
* Ensure accurate reporting of new sold units and process all unwind vehicles.
*Requirements:*
* Proven interpersonal skills with a commitment to building and maintaining a loyal customer base.
* Excellent written and verbal communication skills.
* Flexibility to adapt to a changing environment.
* Proficiency in Excel and Word.
* Previous auto dealer experience and customer service experience.
* Strong computer literacy, organizational, and problem-solving skills.
* Ability to lead and motivate a team towards achieving key goals.
* Professional appearance and work ethic.
* Self-motivated, goal-oriented, and able to thrive in a fast-paced environment.
* High school diploma or equivalent.
If you are passionate about delivering exceptional customer experiences and driving customer loyalty, we encourage you to apply for this exciting opportunity.
Join us in shaping the future of automotive customer service!
Job Types: Full-time, Temporary
Pay: $25.
00 - $28.
00 per hour
Experience level:
* 2 years
Schedule:
* 8 hour shift
* Monday to Friday
Supplemental pay types:
* Bonus opportunities
Work Location: In person
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