Company Information

Come join us in building a career with one of the fastest growing Automotive businesses in Northern Colorado. We are a full-service, family-owned automotive company that has been a cornerstone business serving the automotive needs of our customers since 1908. The Yoder Family of Companies is a full suite of Automotive sales, service and finance companies that has been in business for over 110 years and proudly employ nearly 300 people and growing strong.

Carriage Shoppe is a part of the Yoder Family of Companies

CSM Position Summary

The Customer Service Manager (CSM) is responsible for meeting or exceeding revenue targets by capturing every viable job that comes to the door and upselling additional services. S/he writes accurate estimates and tracks vehicles' progress through the repair process, keeping customers continually informed and files updated. S/he participates in solving problems that impact the speed and quality of the repair. S/he plays a key role in ensuring that Customer Satisfaction Index (CSI) ratings are strong. S/he is responsible for nurturing and cultivating a positive culture and work environment that aligns with the mission and values of the organization.

CSM Essential Duties and Major Responsibilities

• Consistently follows companies sales process and convinces customers to leave their vehicle for repair at the initial visit, or to schedule the repair appropriately.
• Provides and accepts feedback and coaching on continuously improving sales skills.
• Prepares accurate, complete estimates that minimize supplements.
• Effectively upsells additional services.
• Partakes in file management and DRP compliance by ensuring all RO files are completed accurately and are always up to date and using tools, including auditing software, effectively to ensure DRP compliance.
• Successfully manages and complies with multiple DRP requirements.
• Serves as an active and prepared participant in morning board meetings and admin meetings.
• Follows up on all assigned action items, including sublet appointments.
• Maintains constant awareness of the status of his/her customers' repairs.
• Effectively problem-solves if the customer cannot pick up the vehicle when repairs are completed.
• Follows company policy on customer communication throughout the repair process.
• Ensures that all customers understand the CSI survey process.
• Maintains his/her workspace in an organized manner.
• Depending on the repair center's staffing model, the CSM may research sourcing and pricing and place parts orders.
• Provides customers with necessary problem/solution information and accurately/completely answers all questions.
• Reports any safety issues immediately to management.
• Properly and completely processes payments and all accompanying paperwork.
• Advises customers about warranty protections and/or potential cost savings.
• Consults with mechanics about necessary repairs and possible alternatives to expensive work.

  Education

• High school degree or equivalent
• Automotive trade or technical school preferred.

• Experience

• 5+ years body shop CSM or estimator experience

Work Hours

Regular work hours are 7:30 AM to 5:30 PM. Employee hours vary and are dependent on business needs. The position is 40+ hours per week, Monday through Friday, with evening and weekends as needed to satisfy the requirements of the position. Employee hours vary and are dependent on business needs.

Benefits – If hired to a full-time position, the company provides vacation time, sick time, paid holidays, 401(k) employer paid life insurance, health, dental, vision, pet insurance, and company discounts.

Wages – Commission, Exempt: $50,000 – $90,000 annually DOE

PM21

Benefits – If hired to a full-time position, the company provides vacation time, sick time, paid holidays, 401(k) employer paid life insurance, health, dental, vision, pet insurance, and company discounts.

If hired for a part-time position the company provides paid sick time and company discounts. No other benefits are offered.

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