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Administrative CSI in San Jose, CA at Honda of Stevens Creek

Date Posted: 12/28/2018

Job Snapshot

Job Description

You're serious about your career, and rest assured you've come to the right place.  At Honda of Stevens Creek, a Sonic Automotive family dealership, you'll find the opportunities, resources, and support you need to grow and develop professionally. Our 100 dealerships are concerned with more than moving inventory; they're committed to your success and invested in your future. So read on, and consider a rewarding career with Sonic Automotive, Inc.
 
Purpose:
 
The CSI Administrator provides support to dealership in developing and maintaining benchmark customer satisfaction

Essential Job Requirements and Responsibilities:



Be directly responsible for the following items, as set at the sole discretion of the company, which may be changed from time to time.  “An Owner Loyalty Manager frees senior management to concentrate their effort on executive tasks crucial to the day-to-day operation of the store. The OLM’s primary function is to manage a Continuous Improvement Process. As you focus on building your store’s sales and service presence, the OLM can…”
•       Assist General Manager and Service Manager
o   Spearhead Playbook Compliance.
o   Verify 30-day appointment has been set.
o   Update Service Thermometers with NSSI/NCSI numbers.
o   Encage is CSI meetings.
•       Support Dealership NSSI/NCSI
o   Realize that the company’s business is built on guest satisfaction and devote him/her to guaranteeing satisfaction to guests.
o   Maintain scores are above Nation.
o   Greets guests in a timely, friendly manner and monitor other associates doing this process.
o   Make Customers feel like family.
o   Personally handle customer complaints and be a liaison between the customer and department complaint resolution.
o   Monitor waiting areas to ensure positive customer experience.
o   Support New Owner Clinics.
o   Follow-up on negative surveys that do not require Service Manager handling.
o   Support cashier/ receptionist
o   Support advisors with customer status as needed.
 
•       To be the point of contact for much of the activity, information and support required for an effective satisfaction/loyalty strategy.
•       Be a central point of contact for customer issues.
•       Increase the staff’s attention and focus on the dealer’s Owner First Survey performance.
•       Monitor and maximize Owner First Fund performance.
•       Maintain adherence to Customer Nissan Touch Point standards.
•       Track and counsel management on Avoider/Rejecter performance.
•       Increase employee accountability at all levels.
•       Translate voice-of-customer feedback into meaningful change.
•       Be an expert in data analysis and trending.
•       Use Continuous Improvement Process meetings to increase effectiveness.
•       Educate both new and existing employees on performance standards.
•       Work within all departments to increase teamwork and communication.
•       Increase employee retention.
•       Create process efficiencies that result in financial benefits.
•       Be a low-cost addition to your management team                    
•       Increase employee accountability at all levels.
•       Reports any safety issues immediately to Service Manager.
•       Maintains up keep with Yelp, Facebook, etc. reviews.
•       Attend dealership meetings as requested.
•       Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
•       Report to Service Manager regarding objectives, planned activities, reviews, and analyses.
•       Review and analyze actions at the end of each day, week, month and year to determine how to better utilize time and plans more effectively.
•       Understand the terminology of the business and keep abreast of technology changes in the product.
•       Follow directions from a supervisor.
•       Understand and follow work rules and procedures.
•       Accept constructive criticism.
•       Interact well with others and be a positive influence on associate morale.
Qualifications:
•       High school diploma or the equivalent.
•       Ability to read and comprehend instructions given.
•       Professional personal appearance.
•       Excellent communication skills.
•       Ability to meet company’s production and quality standards.
 
It's time to make the most important move of your career.  From our cooperative, team-based approach, to our more than 1,000 internal advancements each year, it's easy to see the difference. When you join our organization, you'll enjoy comprehensive training, competitive compensation, and unparalleled benefits. Simply put, you'll experience the best that a career in the automotive industry has to offer.


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