Customer Success Manager - American Fork, United States - Clegg Auto

Description

(The How) - If you love to learn, lead, build and grow, weve got a position for you. Our Customer Success Manager excels at creating an environment focused on delivering an amazing customer experience, and knows how to teach and hold themselves and others accountable to high standards. Our managers model our company values and help their teams do the same. They are humble, and willing to give more than they take. This is not about you, not about the title, but about developing your team into future leaders in the company, in their families and in their communities. Not only do our managers understand people and the importance of customer loyalty, they also excel at ensuring the day-to-day shop activities are optimized for quality and quantity. As a manager youll be expected to push yourself to learn more and achieve more and expect the same of others around you.

AND, you understand that you cant do it all. You excel at enlisting others in a common vision, youre a master delegator helping your team stretch and grow along the way. You enjoy seeing others being recognized for their hard work and giving proper credit when its due.

(The Why) - "We are changing the way a business should be run and how service should be delivered. Wowing the customer and giving them the best experience possible is why we get up every day and go to work. And we know that we cant do that unless our employees are also fully engaged and finding fulfillment in their jobs. Were building a business where customers and employees should expect more from us, employees should connect more with customers and their co-workers, employees should also live more and give more not only professionally, but personally too.

If this sounds like you or someone you would love to talk with you

(The What) Requirements:

The essential duties of this position are:

• The ideal candidate has 5+ years of Automotive customer service experience with 2+ years of leadership, managing people and teams in a fast paced environment. If you have less than 2 years experience as a leader, youre going to have to really wow us If you dont have automotive experience the bar is even higher but write an even better cover letter if you want to still be considered.
• You are responsible for helping lead a team that oversees daily operations, planning, and customer satisfaction. Your core expertise is in creating and delivering best in class customer service.
• You are skilled at having difficult conversations and helping people hold themselves accountable in a way that inspires them to grow.
• You know how to track, measure and improve on all business metrics and enjoy process improvement..
• You have regular one to ones with your team to help them understand their role specific responsibilities and achieve their career goals.
• You are obsessed with creating an amazing customer experience, working to win repeat and referral business, creating customers for life You know how to teach others the skills to do the same.
• While ideally you have built a culture that prevents bad customer experiences, you dont dread a bad review because you know you will do what it takes to fix the problem and make it right and put in place corrective action so that it never happens again.
• You are outgoing and will greet customers, make them feel welcome, find out and document vehicle and customer concerns.
• You will call customers to confirm appointments.
• You will build estimates and communicate findings and recommendations to customers.
• You will close tickets and bill out customers.
• You will occasionally help pick up and drop off customers.
• You will order and enter parts invoices
• You will deliver parts to technicians
• You have the computer skills to do the job
• Valid drivers license.
• Must be able to work in Utah County.

Work Conditions/Physical Demands:

The working conditions for this position include:

• Work environment involves some exposure to hazards or physical risks, which require following basic safety precautions.
• May occasionally walk on slippery or uneven surfaces.
• Ability to use a computer.
• Oral communication.
• Ability to continuously stand or walk for extended periods of time.
• Ability to lift 40 pounds

The physical demands described here are representative of things that may be experienced by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions

We Are Employee Owned

We are employee owned and proud of it This is a unique place where we are all partners in the business and expected to own our lives and help each other do the same. We work for our customers because we genuinely care about them and each other and we hold each other accountable in a positive and encouraging way. Its not just a job here. We take this seriously. If this interests you and you want to learn more, make sure to ask us about this if you are selected for an interview We cant wait to tell you more

Company Vision:

• Our Mission: To become the most sought after employer and service provider in Utah by the beginning of That means we need awesome people who are all in
• Our Purpose: We Delight In Serving Others
• Our Values:
  • We Embrace Growth: "I embrace opportunities to improve both personally & professionally - one thing and one day at a time." When a person stops growing in different aspects of their life, they become stagnant. When you become stagnant, thats where the joy you had from loving what you do gets lost. This is why we will always encourage personal and professional growth. But we also understand that being human means that to really do something great and give it our best efforts, then we can truly only focus on one thing at a time.
  • We Build Lasting Relationships: "I make & keep promises and build real connections that create fair outcomes." When a customer or new employee walks in the door of Clegg Auto, we seek to have meaningful interactions that build lasting relationships. One way to build lasting relationships is to make and keep our promises and commitments to one another.
  • We Choose to Live 200%: "I choose to own my life and be accountable for my actions and I help others to do the same. We Say It, Solve it." We believe that every employee should give 100% to wow our customers and live our values. We also believe that every employee should help other employees give 100%. We champion the absent and dont talk negatively about others.
  • We Find Joy in the Journey: "I work to love what I do each day and choose to see the good in myself and others." We come into work excited for what lies ahead Our family culture is centered on finding joy in our work. Part of finding joy in the journey includes finding where you belong. As a Clegg Auto family member, we work with each employee to put them in a position where they find the most joy in their journey. We work to love what we do.

Pay/Benefits:

• Pay Depends On Experience ($70-100k base, bonuses and profit sharing)
• Benefit enrollment and accrual begins on day one
• Paid time off - minimum of 10 days (negotiable)
• 7 Paid Holidays
• Free Lunch Fridays
• We Are Employee Owned:
  • Profit Sharing
  • 401(k) with up to 4% matched contribution
  • Life Insurance Benefits
  • Health, Dental & Vision Benefits
  • Mental & Emotional Wellness Benefits
• Saturdays & Sundays Off
• Clean, organized and professional work environment.
• Ongoing training is offered on the job and through outside classes.
• Opportunity to advance and pursue your own personal career aspirations.

How To Apply:

To be considered, please include a cover letter with your updated resume, tell us;

1) What were the things that intrigued you the most about our company and the position?

2) Over all of the other qualified candidates, with years of current experience running an automotive shop, why do you consider yourself to be the right person for the job?

3) And lastly, which of our values stands out to you the most and why?