Company Overview:
Imagine a world where getting your car serviced was as easy as ordering a pizza. Welcome to Roda, where we are passionate about creating a magical customer experience, saving you time and money. Long gone are the days of waiting in service centers or taking shuttle buses to the metro. We come to you whether you are at home or in the office - giving you one less thing to worry about.
We are a small start-up team located in the greater DMV area. We work remotely most days, but gather in our Rockville office or at area events on a regular basis. We are looking to hire a Customer Experience Manager to help us help grow our booming business and provide our customers with exceptional experiences. The ideal candidate will flourish in a fast-paced and professional workplace.
About the Role
CEMs are the quarterback for the client during their appointment. They ensure that each and every client is surprised and delighted by their experience. CEMs work closely with technicians and parts to provide clients with the information they need to make the best decision for their vehicle. You'll need to be comfortable working with multiple software platforms, juggling multiple clients at the same time, and communicating effectively via text, email, and phone.
We're looking for someone with a passion for delivering extraordinary customer experiences. While service center experience is a plus, what matters most is your passion for making clients happy and being a quick-study who can pick up our technology and systems quickly.
Responsibilities
- Manage clients who come in for service appointments
- Triage new customer inquiries proactively
- Coordinate with vehicle technicians to ensure seamless client experience from start to finish
- Manage appointments including scheduling, communication, and payments
- Manage shop flow to ensure clients vehicles make it in and out of service as quickly as possible
- Leverage service and valet software to keep meticulous records of all client interactions and service
- Identify opportunities to improve customer experience and continuously find operational efficiencies to work smarter
Experience
- 3+ years experience in client service role (could be anything from automotive to restaurants to hospitality to retail)
- Demonstrated history of proactive problem solving
- Experience and comfort using customer-relationship management software
- Ability to juggle a lot of tasks at once effectively with a high attention to detail
- Track record of identifying and implementing improvements in customer experience
- Track record of going above and beyond to make clients happy