Experienced Customer Experience and Resource Management Professional – Delivering Exceptional Customer Satisfaction and Driving Business Growth through Strategic Partnerships and Process Improvements

Introduction to blithequark

At blithequark, we are dedicated to revolutionizing the customer experience by fostering a culture of innovation, empathy, and excellence. As a leader in our industry, we recognize the importance of building strong relationships with our customers, dealers, and partners. Our Customer Experience Team within Customer Care and Aftersales (CCA) is at the forefront of this mission, driving retention, revenue growth, and customer satisfaction through cutting-edge processes and strategic initiatives. We are now seeking an exceptional Customer Resource Manager to join our team and play a pivotal role in delivering world-class customer experiences and driving business growth.

About the Role

The Customer Resource Manager will be responsible for handling and resolving customer issues in a timely and professional manner, advocating for the customer, and bridging communications between the Customer Assistance Center, dealerships, and our field team. This high-profile role will interact directly with our Business Resource Center, facilitating repurchases and exchanges, goodwill, policy, and CSI exceptions to help resolve customer issues. The successful candidate will be highly engaged with key customer issues, including cases involving the Better Business Bureau (BBB), state agencies, and supporting Lemon Law processes, as well as small claims or other arbitration dispute resolutions.

Key Responsibilities

• Develop and innovate new solutions to create a world-class customer experience, leveraging data analysis, customer feedback, and industry trends to inform process improvements.
• Take full ownership of customer issues, managing each case from initial contact through to resolution, ensuring a positive outcome and exceeding customer expectations.
• Utilize superior communication skills and problem-solving abilities to optimize workflow, reduce bottlenecks, and improve outcomes for our customers, dealers, and field team.
• Analyze customer and dealer data to support process improvements, ensuring customers are satisfied with the time to complete their vehicle service visit and that the vehicle was fixed right the first time.
• Manage interactions with the Customer Assistance Center and our retail field partners, including end-to-end execution for high-profile referrals, and coordinate empowerment and goodwill initiatives.
• Lead training on available tools and attend local dealer and field team meetings to help dealers identify opportunities and trends to drive process improvement.
• Act as the Regional Liaison with outside agencies, representing our customers, and attend hearings or depositions as needed.

Essential Qualifications

To be successful in this role, you will possess:

• A passion for delivering exceptional customer experiences and a proven track record of resolving complex customer issues in a timely and professional manner.
• Automotive industry acumen and versatility to work cross-functionally across the organization, engaging effectively with our retail dealer body.
• Superior communication skills, both written and verbal, with the ability to articulate complex issues and solutions to various stakeholders.
• Strong problem-solving abilities, with a focus on analyzing data, identifying trends, and developing innovative solutions to drive process improvements.
• Ability to work independently and as part of a team, with a strong focus on collaboration, empathy, and customer advocacy.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Experience working in a customer-facing role, preferably in the automotive industry, with a deep understanding of customer needs, preferences, and behaviors.
• Knowledge of customer experience metrics, including CSI, loyalty, and retention, with the ability to analyze data and develop strategies to drive improvement.
• Familiarity with process improvement methodologies, such as Lean or Six Sigma, with a focus on streamlining workflows, reducing waste, and enhancing customer satisfaction.
• Strong project management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.

Skills and Competencies

To excel in this role, you will possess:

• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers, dealers, and field team members.
• Strong analytical and problem-solving skills, with a focus on data analysis, trend identification, and innovative solution development.
• Ability to work in a fast-paced environment, with a focus on prioritizing tasks, managing multiple projects, and meeting deadlines.
• Strong customer advocacy skills, with a passion for delivering exceptional customer experiences and exceeding customer expectations.
• Collaboration and teamwork skills, with the ability to work effectively with cross-functional teams, including customer assistance, field team, and dealerships.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Resource Manager, you will have access to:

• Comprehensive training programs, designed to enhance your skills and knowledge in customer experience, process improvement, and industry trends.
• Mentorship and coaching, with experienced professionals who can provide guidance, support, and feedback to help you achieve your career goals.
• Opportunities for advancement, with a focus on promoting from within and developing our employees for future leadership roles.
• Access to industry events and conferences, with the opportunity to network with professionals, stay up-to-date on industry trends, and enhance your knowledge and skills.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive work environment, with a focus on:

• Collaboration and teamwork, with a emphasis on building strong relationships with colleagues, customers, and dealers.
• Employee recognition and rewards, with a focus on recognizing and rewarding outstanding performance, innovation, and customer advocacy.
• Diversity and inclusion, with a commitment to creating a workplace that is welcoming, inclusive, and respectful of all employees, customers, and dealers.
• Community involvement, with opportunities to participate in local events, charitable initiatives, and volunteer programs.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, with a focus on:

• Salary and bonuses, with a focus on recognizing and rewarding outstanding performance and contributions to the business.
• Comprehensive benefits package, including medical, dental, vision, and retirement savings plans.
• Paid time off and holidays, with a focus on providing a healthy work-life balance and opportunities for rest and relaxation.
• Professional development opportunities, with a focus on enhancing your skills, knowledge, and career prospects.

Conclusion

If you are a motivated and customer-focused professional, with a passion for delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity. As a Customer Resource Manager at blithequark, you will be part of a dynamic team, dedicated to innovation, excellence, and customer satisfaction. With a focus on collaboration, teamwork, and employee development, we offer a positive and inclusive work environment, with opportunities for growth, learning, and advancement. Apply now to join our team and take the first step towards an exciting and rewarding career at blithequark.