Customer Relations Manager (CSI Manager)

Location: Jerry Seiner GMC - South Jordan, UT

Join the Seiner Team - Where Customer Experience Comes First!

Are you passionate about creating exceptional customer experiences? Jerry Seiner GMC in South Jordan is looking for a driven, people-focused Customer Relations Manager to lead our customer satisfaction initiatives and be the face of our dealership's CSI (Customer Satisfaction Index) efforts.

In this role, you'll be the dealership's goodwill ambassador-collaborating with department leaders, enhancing our post-sale follow-up programs, and ensuring every guest receives world-class treatment. If you're motivated by making a positive impact and thrive in a fast-paced, team-driven environment, we want to hear from you!

What You'll Do:

Customer Experience & Delivery

• Own the CSI Process: Lead the dealership's customer satisfaction strategy and drive performance to exceed factory and zone benchmarks.
• Be a Team Player: Partner with department managers to empower their teams with tools and insights to meet satisfaction goals.
• Follow-Up Matters: Ensure consistent post-sale follow-ups, update customer files, and manage survey administration.
• Problem Solver: Step in to resolve customer concerns and ensure smooth vehicle delivery and onboarding.
• Elevate the Experience: Oversee post-purchase gifting programs and communication touchpoints that build long-term loyalty.

Service Support

• Hands-On Help: Be available during peak service times to support customers and deliver on our promise of excellence.
• Proactive Outreach: Conduct follow-up calls 10-15 days after service visits to check satisfaction and resolve any outstanding issues.
• Complaint Resolution: Tackle escalated service concerns and coordinate with factory support when necessary.
• Customer Retention: Drive "Customer Saver" initiatives to retain and recover valuable relationships.

Reporting & Engagement

• Track Performance: Monitor CSI factory reports and dealership standings; identify trends and opportunities.
• Share Insights: Prepare weekly and monthly satisfaction reports for leadership.
• Engage & Inform: Contribute to newsletters and customer-facing communications on satisfaction initiatives.
• Event Planning: Organize customer service clinics and community engagement events to boost brand loyalty.
• Manage the Data: Keep our CSM database up to date to ensure accurate forecasting and follow-up efforts.

What We're Looking For:

• Education: High school diploma or equivalent required.
• Experience: Minimum of 1 year in a customer service role and 1 year in a dealership environment.
• Skills: Excellent communicator, both written and verbal. Strong problem-solving skills with a customer-first mindset.
• Tech-Savvy: Proficient with computers and customer management tools.

Why You'll Love Working Here:

• Start Earning Time Off on Day 1
• Education Reimbursement to support your growth
• Comprehensive Health, Dental & Vision Insurance
• Employer Contributions to HSA
• 401(k) with Company Match
• Performance Bonuses & Year-End Incentives
• Employee Discounts on vehicles, parts & services
• Monthly Book Reimbursement to fuel your development
• Referral Bonuses for helping grow our team

Ready to Make an Impact?

If you're excited to lead customer satisfaction efforts and elevate every touchpoint of the ownership journey, this is your chance to join a dealership that truly puts people first.

Apply today and build a fulfilling career with Jerry Seiner GMC in South Jordan.