<p>he Russ Darrow Group is looking for motivated individuals to join our team! Our passion for our products, loyalty to our customers and dedication to our communities inspires us to be the best. The Darrow Difference is the foundation of our success - and we want you to be a part of it!</p> <p>Are you outgoing, enjoy meeting new people, and have a passion for the latest technology? Are you looking for a fulfilling career and not just another job? At the Russ Darrow Group, we share the same commitment to our employees as we do our customers - after all, a great customer experience is only possible with great employees.</p> <p>What We Offer</p> <p>We believe in investing in our employees' growth and well-being, that's why we provide continuous training, advancement opportunities, competitive compensation, flexible schedules, comprehensive benefits, and employee assistance programs. Our culture emphasizes family values, diversity, and teamwork, ensuring exceptional service through empowered and dedicated team members.</p> <p>No experience? No problem! We're eager to train the right candidates from the ground up. Our top-notch tools and resources will help you succeed! With over five decades of success, our experienced management teams will provide comprehensive training and support from day one.</p> <p>If you're ready to join a team that values community involvement, career development, and a legacy of excellence, we'd love to hear from you!</p> <p>Job Summary:</p> <p>The Customer Service Experience Manager in Service acts as the central coordinator for the service department, ensuring every customer's visit is smooth, efficient, and positive from start to finish. This role manages appointment confirmations, post-service follow-up, and satisfaction tracking, while working closely with service advisors to ensure customers' needs are met promptly. In addition, this position identifies and flags potential service-to-sales opportunities, supporting dealership growth and enhancing the overall customer experience.</p> <p>Benefits</p> <ul> <li>Competitive Compensation Plans </li><li>Full Benefits Package </li><li>Medical, Dental & Vision </li><li>401k with Company Match </li><li>HSA with Company Contribution </li><li>PTO from day one!! </li><li>Growth and Advancement Opportunities </li><li>Continuous Training and Development </li></ul> <p>Responsibilities:</p> <ul> <li>Confirm upcoming service appointments and ensure all details are accurate in the scheduling system. </li><li>Follow up with customers after service visits to ensure satisfaction, answer questions, and address any concerns. </li><li>Track and document customer satisfaction metrics to identify trends and opportunities for improvement. </li><li>Coordinate with service advisors to ensure customers receive timely updates and a smooth service experience. </li><li>Flag potential service-to-sales opportunities for vehicle upgrades, trade-ins, or new purchases, and communicate these to the sales team. </li><li>Maintain accurate and up-to-date customer records in the CRM system. </li><li>Assist in resolving scheduling conflicts or gaps in coverage. </li><li>Provide exceptional customer service by greeting guests, answering questions, and ensuring they are connected with the right advisor. </li><li>Support dealership goals by fostering a positive, customer-focused culture in the service department. </li></ul> <p>Qualifications</p> <p>Qualifications:</p> <ul> <li>Previous experience in customer service, service coordination, or dealership environment preferred. </li><li>Strong organizational and multitasking skills. </li><li>Proficient with CRM platforms and scheduling systems. </li><li>Excellent communication and interpersonal skills. </li><li>Detail-oriented with a focus on accuracy and follow-up. </li><li>Ability to work in a fast-paced environment and adapt to changing priorities. </li></ul>