**Job Title:** Online Customer Care Manager
**Company:** Group 1 Automotive
**Location:** Washington, D.C., US
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 5
---
**Job Description:**
Group 1 Automotive is seeking a dynamic and dedicated Online Customer Care Manager to join our team in Washington, D.C. This role is pivotal in ensuring exceptional customer experiences across our online platforms. If you are energetic, hardworking, and possess strong persuasive and critical thinking skills, we want to hear from you!
**Key Responsibilities:**
1. **Customer Interaction:**
- Manage and respond to customer inquiries through various online channels, including email, chat, and social media, ensuring a prompt and professional response.
- Actively engage with customers to address concerns, resolve issues, and provide detailed product information.
2. **Team Collaboration:**
- Work closely with the sales and marketing teams to create effective online customer engagement strategies and promotional campaigns.
- Collaborate with the IT department to ensure the online customer care tools are effective and up-to-date.
3. **Performance Analytics:**
- Monitor online customer service metrics, analyzing trends and feedback to provide actionable insights for improvement.
- Prepare and present reports on customer interaction data, satisfaction scores, and operational efficiency to management.
4. **Training and Development:**
- Develop and deliver training programs for new team members focusing on customer service practices, company policies, and product knowledge.
- Keep the team updated on new products and services to enhance customer interactions.
5. **Problem Solving:**
- Utilize critical thinking skills to effectively address and resolve customer complaints, ensuring a high level of customer satisfaction.
- Implement solutions to recurring issues and provide feedback to relevant departments to prevent future occurrences.
6. **Quality Assurance:**
- Conduct regular assessments of online customer interactions to ensure quality standards are met.
- Establish best practices for online customer communications in line with the company's vision and mission.
7. **Customer Feedback:**
- Encourage and facilitate the collection of customer feedback to inform product and service improvements.
- Actively participate in forums and groups to gather insights and trends in customer care practices.
**Requirements:**
- **Experience:** Minimum of 5 years in customer service management or a similar role, ideally with experience in an online or e-commerce environment.
- **Education:** Bachelor's degree in Business, Communications, or a related field is preferred.
- **Technical Skills:** Proficiency in customer relationship management (CRM) software and online communication tools. Familiarity with digital marketing platforms is a plus.
- **Personality Traits:**
- Energetic and passionate about helping customers.
- Hardworking and proactive in finding solutions.
- **Soft Skills:**
- Strong persuasion skills to effectively communicate with customers and influence decisions.
- Critical thinking ability to analyze situations and propose effective solutions.
**Benefits:**
- Company equipment provided for your role.
- Enjoy complimentary meals during your shifts.
- Access to company transportation for convenient travel to and from work.
**Working Environment:**
At Group 1 Automotive, we recognize and reward employees based on performance and merit. We cultivate a supportive and engaging work environment that values hard work and dedication.
**Application Deadline:** October 6, 2024
**Equal Opportunity Statement:**
Group 1 Automotive is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
---
If you are ready to take on this exciting role and make a difference in the online customer experience, apply today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
