Customer Experience Manager / CX Manager (automotive experience required)

Koons Motors • Full-time • Silver Spring, Maryland, United States • $45k - $60k / year • 1m ago

Koons Motors is looking for a Customer Experience Manager / Customer Relations Specialist / CSI Manager to join our team. This is an operational leadership role focused on protecting manufacturer scores, managing guest relations, and refining internal processes.

About Us: At Koons, we don’t just move cars; we move careers. As a family-owned and privately operated automotive leader, we believe our success is built on the strength of our team, which is why we offer industry-leading compensation, world-class training, and clear paths to management. If you're looking for a fast-paced career where your hard work is rewarded with competitive benefits and a culture of genuine care, drive your future forward with the Koons team!

Why Choose Koons Motors?

Competitive Pay: $45,000 - $60,000+ (Hourly + Bonus). Our pay is regularly reviewed against industry standards to reward your commitment to quality and efficiency.
Award-Winning Excellence: Join a team currently in the running for the prestigious President’s Award.
Work-Life Balance: Standard M-F, 8–5 hours, with Saturdays only as needed.
Comprehensive Benefits: Full-time package, including Medical, Dental, and Vision insurance, 401(k) with company match, and paid time off.
Stability & Growth: Join a staple of the Silver Spring community with a long-standing reputation for honesty and a steady stream of guaranteed traffic.
Family-Owned Culture: Work in a supportive environment where management is approachable and your role as the "hub" of the dealership is highly respected.

Responsibilities

High-Volume Advocacy: Conduct a minimum of 75 follow-up calls per day using MyKaarma to ensure total guest satisfaction.
Conflict Resolution: Act as the primary advocate to de-escalate concerns and bridge communication between customers and management.
Compliance Oversight: Manage and audit delivery checklists for all brands (Ford, Lincoln, Mazda), ensuring 100% accuracy and 24-hour turn-in compliance.
Score Management: Analyze CSI/NPS questionnaires and report red-flag issues immediately to the Chief Experience Officer and Service Director.
Hospitality: Manage showroom coffee stations and coordinate caterings

Qualifications

1-3 years of Automotive Industry experience (Required)
Proven ability to handle high-stress situations with empathy and professionalism
Strong administrative skills: Proficiency in Microsoft Office and CRM/DMS systems
Experience with MyKaarma is a major plus

Pay: $45,000.00 - $60,000.00 per year

Benefits: