Automotive Customer Experience Manager

20 hours ago

Bentley Park, Queensland, Australia RAC WA Full time

We are seeking an experienced Automotive Customer Experience Manager to join our team at RAC Auto Service in Bentley.

What We Offer

  • A competitive annual salary of $80,000 + Superannuation + Bonus Incentive Scheme + benefits + uniform.
  • Generous discounts on home, contents and car insurance, as well as member benefits and free roadside assistance.
  • Career development and learning opportunities.
  • An active social club plus hundreds of members only discounts.

About the Role

The successful candidate will be responsible for managing the member experience during the vehicle service process, including coordinating with technicians and communicating with customers.

  • Greeting members and confirming vehicle information, including make, model, and type of service or repair issue.
  • Providing estimates for repair and maintenance services, explaining the work to be performed, offering appropriate recommendations for additional works.
  • Coordinating with technicians to ensure timely completion of repairs and maintenance.
  • Providing regular updates to members on the status of their vehicle.
  • Handling member concerns and complaints in a professional and timely manner.
  • Preparing and completing repair orders.
  • Supporting the collaboration and achievement of team sales targets and conversion rates.
  • Understanding revenue and profit targets.
  • Providing site and mobile service administrative support including:
  • Data entry and maintaining records.
  • Invoicing and receipting payments.
  • Part returns and correct allocation of part numbers on repair orders.

Requirements

  • An outstanding professional customer relationship management including problem solving and conflict resolution skills.
  • Technical knowledge of automotive repairs and servicing - desirable.
  • Sound administrative/clerical skills.
  • High level verbal and written communication skills.
  • Effective teamwork skills and ability to develop positive workplace relationships.
  • Flexibility to travel and work between centres.

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