Penske Automotive Customer Service Manager - Porsche of Tysons Corner in Vienna, Virginia


The CSI/Customer Service Manager supervises the activities of the Customer Service team who assist achieving and maintaining the overall positive rating of our dealership's Customer Service Index by ensuring the highest level of satisfaction to customers. This position works with sales, service, production, and administrative departments to ensure overall customer satisfaction and increase sales.

Essential Functions

  • Directs and schedules the work of all Customer Service Representatives, coordinating across multiple departments.

  • Monitors daily productivity reports and corresponding payroll record

  • Acts as a player/coach, required to perform the duties of the Customer Service Representatives as required

  • Acts as the "second tier" for customer complaints, is an advocate for the customer

  • Deals with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show the company's commitment to excellent customer service and to increase customer satisfaction and loyalty

  • Assists with answering customer inquiries and problems by routing customer to the appropriate contact and or department

  • Serves as a liaison between the dealership and its customers and represents the dealership at various public relations events

  • Assists service customers during the morning service rush, when possible

  • Conducts telephone and in-person transactions courteously and promptly

  • Supervises all vehicle deliveries, ensuring each customer is informed of the vehicle's warranty details, maintenance requirements, and features, particularly those related to safety

  • Introduces customers to service and parts personnel, indicating shop location and hours of operation

  • Follows up with all sales and warranty customers within 48 hours to ensure customer satisfaction

  • Develops and monitors the results of a dealership customer service questionnaire

  • Implements customer satisfaction programs

  • Administers Customer Satisfaction Index (CSI) questions to customers and decipher the outcomes of those questionnaires

  • Communicates results of CSI to management and employees by defining scores and grading dealership based on graded scale

  • Strives for high ranking on manufacturer surveys. Monitors results frequently

  • Informs salespeople of their individual performance scores and makes suggestions for improvement as needed

  • Understands the terminology of the automobile business and keep abreast of technology changes in the product

  • Follows all attendance and punctuality standards with adherences to timekeeping standards; Employees are required to record the beginning and ending times of any shift, meal break or departure from work for personal reasons

  • Follows the Company Code of Business Ethics and Conduct

  • Understands and follow all work rules and procedures and follows lawful directions from Supervisors

  • Upholds the company's non-disclosure and confidentiality policies and agreements

  • Maintains a professional appearance for self and subordinates in accordance with company policy

  • Attends pertinent training and stay current with the sales department concerns and sales techniques

  • Attends company meetings as required

  • Other duties as assigned

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

EEO Statement

The Company is committed to hiring a diverse and qualified workforce. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information.

Req Number: 4577

Type: Full-time

Dealership: Porsche of Tysons Corner

Location Address: 8601 Westwood Center Drive