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Top 50 Customer Relations Manager Skills

Below we've compiled a list of the most important skills for a Customer Relations Manager. We ranked the top skills based on the percentage of Customer Relations Manager resumes they appeared on. For example, 29.8% of Customer Relations Manager resumes contained Customer Service as a skill. Let's find out what skills a Customer Relations Manager actually needs in order to be successful in the workplace.

These Are The Most Important Skills For A Customer Relations Manager

1. Customer Service
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high Demand
Here's how Customer Service is used in Customer Relations Manager jobs:
  • Compiled service teams performance data and revised policies and procedures to provide more efficiency and quality customer service.
  • Demonstrated ability to provide excellent and effective customer service, including good decision-making skills and independent judgment.
  • Motivated and documented performance to exceed sales and collection objectives and to provide excellent customer service.
  • Managed customer service strategies to leverage client feedback toward improving processes.
  • Implemented and managed strategies to maximize quality in customer service, along with managing training sales, parts and service departments.
  • Provide guidance and support to a team of Technical Agents and/or Customer Service Agents to ensure organizational objectives are being met.
  • Applied strong customer service skills to actively listen to customer concerns, and resolve issues including calculating compensation.
  • Observe weekly quality calls with representatives and provide them with constructive feedback to enhance their customer service skills.
  • Scheduled and organized quarterly new car and customer service appreciation clinics as well as all office events.
  • Managed ten customer service analysts who provided 24-hour global customer support to over 10,000 end-users.
  • Lead and managed all pertinent activities and personnel related to the Customer Service function.
  • Review action plans with the service director, pertaining to dissatisfied customer service surveys.
  • Communicated with internal teams and clients to ensure flawless customer service.
  • Create customer service procedures and hold training sessions for all employees.
  • Maintained tracking system for Customer Service Index.
  • Managed a customer service team.
  • Conducted statistical analysis, business intelligence gathering, trending and benchmarking related to product development and customer service improvement.
  • Job Responsibilities/Functions: -Effectively manage resources to ensure quality customer service.
  • Manage 25 Customer Service Representatives in a de-centralized customer service team in 3 locations.
  • Track and log all CSI (customer service index) surveys.

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3 Customer Service Jobs

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2. Customer Relations
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high Demand
Here's how Customer Relations is used in Customer Relations Manager jobs:
  • Mentored newly-hired Customer Relations Representatives.
  • Promoted from Customer Relations Coordinator to Customer Relations Manager within five months.
  • Organize and run meetings and conferences regarding information relevant to Customer Relations.
  • Supervised diverse customer relationships simultaneously in a high pressure environment.
  • Presented weekly progress reports on customer relations to senior management.
  • Managed Customer Relations Coordinators on a daily basis.
  • Trained district managers in customer relations policies.
  • Managed gym's customer relations and day-to-day operations while developing innovative ideas to promote and market gym in the community.
  • Worked directly with President of Bandy, Inc to explore ways to maximize profitability through sales and customer relations.
  • Manage day to day operations of purchasing and customer relations including material planning, sourcing and inventory control.
  • Promoted to Customer Relations Manager within 6 months of employment due to outstanding performance across all available metrics.
  • Implemented the use of Customer Relationship Management tools to track client and sales lead information.
  • Managed Customer Relations Department of seven and prepared all proposals for bids.
  • Provide Customer Relations, Attend Client Meetings, and Introduce Conservation Solutions.
  • Assisted in the training of new customer relations coordinators and managers.
  • Serve as the customer relations manager for a graphics design organization.
  • Trained both service and sales team on customer relations strategies.
  • Managed all aspects of customer relations office.
  • manage all aspects of Customer Relations department and publish company newsletter.
  • Key Achievement Created new Customer Relations Department.

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3. Dealership
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high Demand
Here's how Dealership is used in Customer Relations Manager jobs:
  • Contacted customers local service manager to gather information on customer frequency to dealership for purchase, maintenance or repair.
  • Facilitated regional meetings with dealership service management.
  • Oversee customer satisfaction for dealership.
  • Manage all Manufacture Recalls for Ford and Lincoln to keep dealership compliant with each recall specifications.
  • Served as a liaison between customers, dealership personnel, and various dealership departments.
  • Communicate and negotiate with other Toyota dealerships for the exchange of new vehicle inventory.
  • Level one computer troubleshooting for inbound call center for General Motors car dealerships.
  • Work as a liaison between dealerships and clients to promote customer satisfaction
  • Act as a liaison between customers, the dealership and Toyota.
  • Created methods of growth for dealership as a whole.
  • Hold customer relations seminars for all dealership employees.
  • Represented the dealership at Annual Auto Expo Shows
  • Handle all customer relations complaints for all dealership departments to achieve highest possible customer satisfaction.
  • Led team meetings monthly to produce optimal results within established budget and timeline in reference to customer service within the dealership.
  • Earned Standard for Excellence bonuses of up to [ ] each year for dealership based on customer service index scores.
  • Point person for learning new operating system for the dealership and training all levels of staff on it's operation.
  • Earned the Standards for Excellence bonus for dealership of [ ] per quarter, consistently every year.
  • Acted as a liason between General Motors customers, dealerships, and corporate to resolve warranty concerns.
  • Promoted dealership by joining the Northridge Chamber of Commerce.
  • Call center support Sales and Marketing Managing the dealership's website keeping it up-to-date with vehicle specifications and availability.

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4. Customer Complaints
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high Demand
Here's how Customer Complaints is used in Customer Relations Manager jobs:
  • Resolved Executive Appeals customer complaints and concerns involving Sales and Field personnel by initiating overall investigation with appropriate internal departments.
  • Resolved customer complaints promptly and effectively by identifying and researching problems, underlying issues and taking appropriate resolution action.
  • Performed customer-relations role for all customer complaints or issues that escalated to top managerial level.
  • Followed up regarding customer complaints and created win-win customer retention solutions to resolve issues.
  • Handled customer complaints and disputes to ensure customer satisfaction.
  • Resolved customer complaints and reviewed/answered customer correspondence.
  • Work closely with all departments Managers to find solutions to customer complaints to mutual satisfaction for customers and dealer.
  • Deal with customer issues on the service that was received, take customer complaints and guarantee customer satisfaction.
  • Job duties included trouble shooting, repair, dealing with customer complaints, pool service and cleaning.
  • Followed through on customer complaints in order to provide customer satisfaction and enhance Service Department.
  • Managed all customer complaints, quality assurance programs, and sales follow-up actions.
  • Take customer complaints, research policy and technical issues regarding e-Machines products.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Document customer complaints and how they were resolved for future reference.
  • Handled customer complaints and issues in the branch.
  • Resolved customer complaints and service issues.
  • Addressed and resolved customer complaints empathetically and professionally.
  • Resolve customer complaints or answer customers' questions regarding policies and procedures.
  • Handled all customer complaints and disputes in a timely manner.
  • Investigate and solve customers concerns Handle customer complaints or any major incidents Keep accurate records of discussions or correspondence with customers.

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5. Warranty Claims
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high Demand
Here's how Warranty Claims is used in Customer Relations Manager jobs:
  • Assumed responsibility for submitting warranty claims for service department upon termination of individual in that position.
  • Transmitted warranty claims and received approved/rejected report.
  • Posted credits received for payment of warranty claims and maintained warranty parts for scrapping or refund in accordance with manufacturer guidelines.
  • Process, Organize, Review warranty claims to ensure payment is received and paid for all aspects of work involved.
  • Conduct inspections with homeowners, assess routine warranty claims and ensure completion of all service requests within 7 days.
  • Oversee Customer Service department with 2 employees, handling warranty claims, replacement parts, and customer satisfaction.
  • Oversee all phases of service on newly constructed residential homes including general warranty claims and emergency services.
  • Processed all warranty claims and corrections; generated repair orders for customer warranty and internal work.
  • Evaluated warranty claims; scheduled and oversaw repairs, managed production quality of those repairs.
  • Assist the warranty administrator in the closing and submission of warranty claims.
  • Administered all warranty claims, assisted with daily service write up.
  • Processed customers' warranty claims with insurance and extended warranty companies.
  • Create and transmit all warranty claims to factory for payment.
  • Qualified and processed warranty claims made by client's customers.
  • Evaluated warranty claims and repairs needed on exiting homes.
  • Processed claim and monitor all warranty claims for payment.
  • Process all warranty claims to receive manufacturer credit.
  • Submitted warranty claims with vendors.
  • Coordinated subcontractors daily activities to resolve approved warranty claims.
  • Submit and close warranty claims .

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6. Phone Calls
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high Demand
Here's how Phone Calls is used in Customer Relations Manager jobs:
  • Make followup phone calls to all previous customers and see what I could do to progress the sale.
  • Receive incoming phone calls, and assists sales consultants in the completion of customer orders and financing.
  • Performed quality assurance outbound phone calls and managed front end email communication with customers and clients.
  • Answered and routed all phone calls, processed incoming and outgoing mail, processed UPS packages.
  • Received phone calls from homeowners on a daily basis resolving contractor defects and homeowner concerns.
  • Answer all phone calls immediately, gather customer information, answer questions and set appointments.
  • Performed follow up phone calls to customers to ensure their satisfaction with our service.
  • Supply customers with a 3-day follow-up on satisfaction evaluation via phone calls.
  • Keep in constant contact with our customers through phone calls and email.
  • Placed outbound phone calls and emails to existing and potential clientele.
  • Instruct staff on how to handle difficult and complicated phone calls.
  • Handled a large volume of phone calls, chat and emails.
  • Screened telephone calls and inquiries and directed them as appropriate.
  • Provide scripts to read from during phone calls.
  • Answered and transferred phone calls to appropriate personnel.
  • Handled escalated customer service phone calls.
  • State:Oregon Answering incoming phone calls from customers that own a general motors product.
  • Isolate and identify areas of improvement Answer and transfer phone calls.
  • Answered customer telephone calls promptly and in a professional manner.
  • Answered phone calls, greeted and assisted and handled general administrative Duties, such as filing, faxing and mailing .

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7. Technical Support
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high Demand
Here's how Technical Support is used in Customer Relations Manager jobs:
  • Project Manager for installation schedules, customer training, and ongoing technical support for a web-based video-conferencing product.
  • Coordinate communications and data flow between the customer service and technical support departments.
  • Answered inbound calls from technical support agents needing assistance troubleshooting.
  • Provide technical support and customer service to e-Machines customers.
  • Assisted customers requiring technical support with digital material.
  • Created initiatives, policies, security, and technical support in coordination with overall corporate IT strategy in the Americas.
  • Managed a team who helped resolve technical support issues for Microsoft Applications and Windows VIA email and phone.
  • Provide 2nd level technical support to level 1 technicians and customer service through customer escalations and callbacks.
  • Provided retention services, sales, billing, and technical support to national AT&T customers.
  • Assisted in incoming customer service calls, including sales, technical support, and general questions.
  • Provided technical support for the Microsoft Office Suite, and the Adobe Graphics Suite.
  • Vetted and delivered training material to Customer Relations Email teams and Technical Support team.
  • Provided the technical support to technology staff for the resolution of complex issues.
  • Established and staffed customer relations department, including technical support and direct sales.
  • Maintained a third level technical support team of 5-10 peers.
  • Hired and trained technical support and direct sales staff.
  • Implement work procedures to the Technical Support Team.
  • Provided training and mentoring of technical support agents.
  • provide support to the E-machines and gateway technical support groups.
  • Organized and coordinated onsite and offsite training requirements for customers in liaison with engineering, product development and technical support teams.

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2 Technical Support Jobs

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8. CRM
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high Demand
Here's how CRM is used in Customer Relations Manager jobs:
  • Provided CRM Process and Strategy Consultation as needed and usage reporting metrics to upper and C-Level management
  • Trained any new representative of the BDC department and assisted all new salesmen with the XRM and CRM program.
  • Subordinated Managers: CRM, Customer Services & Technical Support, Telemarketing and Vendors Infrastructure - 300 customer service representatives
  • Acted as intermediary between management, dealership staff and external marketing company, IT firms and CRM tools.
  • Balance company check book, answer phone and schedule appointments, contact vendors and employees through CRM software.
  • Work with Sales Management team to create strategies for lead management, budgets, and CRM changes.
  • Trained four new sales personnel on the new prospecting system and Higher Gear CRM software.
  • Implemented new combined CRM and billing software to better manage over 15,000 active customers.
  • Position Title: Customer Relations Manager (CRM) for Ford and Lincoln.
  • Escalate customer concerns to CRM Team while seeking resolutions to customer problems.
  • Implemented a customer relationship management tool (CRM) for direct customers.
  • Developed and Maintained Custom CRM Program using Intuits Quick Base.
  • Maintained training of sales staff on CRM system.
  • Identified and implemented process improvements through optimization of Salesforce CRM software.
  • Designed a new process that addressed and resolved client issues; aligned utilization to launch of the new CRM software tool.
  • Assist in the development of a customized Customer Relationship Management (CRM) software (Salesforce).
  • Direct the sales team within the proper use of customer relations management software (Sugar CRM).
  • Provided CRM training and onsite assistance to end users and Sales Trainers.
  • Develop email marketing campaigns and distribute via eLead CRM Campaign Manager.
  • Mastered and utilized MS Office, Xtime CRM, and Procede automotive DMS.

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9. Customer Service Department
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high Demand
Here's how Customer Service Department is used in Customer Relations Manager jobs:
  • Reorganized the customer service department by assessing the quality control in bottom line customer satisfaction.
  • Managed daily operations in the customer service department for this wireless service provider.
  • Reshaped customer service department while providing administrative support to President to company.
  • Organized transition of Customer Service Departments during merge with another division.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Revamped a struggling Customer Service department, and successfully rebuilt strong relationships with a frustrated account base.
  • Develop strategies and identify technology needs to track monitor KPI's for the Customer Service Department.
  • Supervised eight agents assigned to me and floor wide supervision in the customer service department.
  • Maintain a level of high energy and enthusiasm that will filter through Customer Service Department.
  • Fielded an average of 20+ phone calls a day in customer service department.
  • Started a Customer Service Department to focus on proactive problem solving for customers.
  • Maintained top ranking for team performance in the Customer Service department.
  • Train, motivate and supervise Customer Service Department of 3.
  • Oversee the Customer Service Department at a local FBO.
  • Oversee the day-to-day functions of the Customer Service department.
  • Overhauled entire customer service department upon coming on board.
  • Manage Dealer and Customer Service departments.
  • Create and encourage a cohesive work environment for Customer Service Department Resolve conflicts between customers and technicians
  • Initiated restructure of customer service department: Transitioned the company from remote call center to in-house customer support team.
  • Managed a customer service department of three agents handling an average of 150 calls a day.

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10. Sales Goals
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high Demand
Here's how Sales Goals is used in Customer Relations Manager jobs:
  • Maintained and updated company website to increase customer engagement and ultimately, yearly sales goals.
  • Maintained and exceeded sales goals objectives for retail/lease and wholesale penetration.
  • Collaborated with other sales associates to promote a company culture of teamwork and collaboration to achieve company sales goals.
  • Provided excellent leadership to meet and exceed aggressive sales goals in consumer and small business products and services.
  • Organized a progress tracking system to encourage high sales goals for the team.
  • Coached and motivated branch staff to meet and exceed service and sales goals.
  • Exceeded sales goals and revenue targets by as much as 300%.
  • Contributed to team success by exceeding team sales goals by 80%.
  • Provided coaching to the staff in order to meet sales goals.
  • Implemented strategic plan to reach sales goals and increase revenue.
  • Motivated all employees to exceed sales goals and objectives.
  • Collaborate and implement business strategies to achieve sales goals.
  • Exceeded sales goals by placing emphasis on client needs.
  • Meet sales goals as determined by management.
  • Exceeded six consecutive yearly sales goals.
  • Developed and monitored sales goals.
  • Managed customer referral program Met and exceeded monthly sales goals
  • Achieved sales goals and exceeded quotas by maintaining a strong sales pipeline and forecast and developingstrategic territory account plans.
  • Promoted to Customer Relations Manager Provided constructive feedback to peers to achieve sales goals.
  • Meet or exceed monthly sales goals..

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11. Customer Retention
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high Demand
Here's how Customer Retention is used in Customer Relations Manager jobs:
  • Developed and implemented policy and procedures for training, customer retention, and resolution strategies.
  • Initiated improved conflict resolution, revenue/customer retention and innovative call and correspondence processes.
  • Conceptualized and managed a diverse range of customer retention campaigns and initiatives.
  • Developed and maintained customer retention programs and employee reward programs.
  • Developed and implemented customer service processes for customer retention.
  • Established excellent customer service to ensure customer retention.
  • Increased customer retention through successful conflict resolution.
  • Work daily with the CDK Global/ADP systems, Customer Retention Management database and provide daily reports to manager's.
  • Manage Activation's / Deactivation's/ Customer Retention, Billing, Add-On Business, Features and or Product up sell.
  • Follow up with customers, customer retention, conflict resolution, problem solving, filing, data entry.
  • Analyzed customer satisfaction surveys, and take appropriate steps to maintain the highest customer retention and satisfaction.
  • Developed client reports for various team members to track customer retention and MRR gains.
  • Implemented process for all departments to increase customer retention.
  • Increased customer satisfaction, customer retention and new sales.
  • Created the Nissan One-to-One Rewards Program for Customer Retention.
  • Managed Customer Retention Team of 20 assistant managers.
  • Increased customer retention by 30%.
  • Analyzed customer retention reports to identify trends and implemented opportunities for improvement.
  • Manage customer retention, onsite projects to ensure completion, and create programs to generate new business.
  • Handled escalated Enterprise client issues via ticketing system in a proactive manner throughout the accounts life cycle to increase customer retention.

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12. Internet
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high Demand
Here's how Internet is used in Customer Relations Manager jobs:
  • Championed outsourcing of customer satisfaction survey and selected vendor with an Internet-based tool for improved trend analysis.
  • Assessed customer needs and generated internet sale leads through dedicated personalized service.
  • Resolve customer/dealership issues by utilizing on-hand car manuals and internet/intranet resources.
  • Resolved customer technical glitches and reported to Internet department.
  • Assisted customers over the phone and internet through email correspondences, setting sales appointments for them to visit the showroom.
  • Developed Internet department to a business development center within 1 year, handled all customer relations for sales and service.
  • Answered sales calls and responded to all internet leads increasing store traffic by 8%.
  • Managed 15-30 Customer Service Representatives, Internet Manager and Coaches on inbound project.
  • Answer all Internet inquiries and set sales appointments for the dealership.
  • Received and promptly responded to inbound sales calls and internet inquires.
  • Communicated with GM/Saturn customers via Internet (Live Chat).
  • Boosted internet website traffic and sales by 300%.
  • Increased internet sales by 7% within 2 months.
  • Worked with internet support providers for our vehicle inventory.
  • Managed and assigned Internet leads to Sales team.
  • Updated Internet upon request of Sales Manager.
  • Generate and work internet leads.
  • Follow up contact with customers to ensure personal and purchase satisfaction Download customer information into an internet-based tracking system.
  • Address billing and programming escalations from franchise owners Research and develop Grassroots Marketing campaigns for Owned and Operated Internet Service Providers.
  • Conduct searches to find needed information, using such sources as the Internet.

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13. New Accounts
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high Demand
Here's how New Accounts is used in Customer Relations Manager jobs:
  • Compiled information about new accounts, input account information into company database.
  • Maintain accounts to maximize profits, reduce costs, and contact prospective clients to open new accounts to increase sales.
  • Secured new accounts by the use of relationship building, open communication, and presenting myself as a problem solver.
  • Manage the maintenance and development of current accounts, along with research and outreach to build and attain new accounts.
  • Maintain a high level of customer contact with existing and new accounts to provide a superior level of service.
  • Established contracts for new accounts and retained existing client base through performance based sales incentive program.
  • Coordinate the processing all new accounts, transfers, orders, and trades with broker-dealer.
  • Secured $74K+ in new accounts within the first 4 months with this start-up company.
  • Initiated over 200 new accounts for early, mid and late stage business clients.
  • Monitor sales' departments total new accounts and sales on a daily basis.
  • Identify, network and solicit new accounts to prospective corporate and private clients.
  • Created new accounts, prepared paperwork to activate and maintain contract services.
  • Set up, enter and follow-up and on new accounts.
  • Service existing customers, obtain orders and establish new accounts.
  • Performed teller transactions and opened new accounts.
  • Opened new accounts and closed delinquent accounts.
  • Increased sales volume by adding seversl new accounts in the southwest territory.

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14. Data Entry
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high Demand
Here's how Data Entry is used in Customer Relations Manager jobs:
  • Created Crystal Reports for extracting information in various formats thus eliminating duplicate and triplicate data entry.
  • Administered warranty data entry and accountability.
  • Performed daily data entry of new and old customer accounts, including marketing, inside/outside sales, and accounts receivable/payable.
  • Review, enter and close service tickets; which include a large amount of research and data entry.
  • Performed data entry as necessary to support the administrative team in meeting corporate goals and objectives.
  • Assisted staff with general data entry and customer service during periods of higher volume.
  • Completed data entry, tracked resumes and maintained the applicant tracking system.
  • Streamlined data base functions and created high standards for data entry processes.
  • Completed and submitted data entry of invoices submitted by the service department.
  • Required excellent data entry and customer service skills and computer knowledge.
  • Performed data entry, filing, faxing and copying duties.
  • Performed data entry for the Warranty Administrator.
  • Worked in data entry projects.
  • Managed claims, disputes and customer service Performed substantial data entry and administrative support
  • Booked all air and ground freight, Fedex and UPS shipments, Daily Harvest Projection data entry and maintenance.
  • Answered Phones / Data Entry Assisted program manager with conference calls, reports and evaluations.
  • Answered a multi-line phone system, greeted customers, data entry.
  • Managed workflow of sales team and data entry in regards to ACT database.

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15. Toyota
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average Demand
Here's how Toyota is used in Customer Relations Manager jobs:
  • Company requirement of independent training and testing which was required of Toyota Corporation.
  • Completed program as Toyota master certified customer relations manager.
  • Created Toyota Rent A Car (TRAC) an in house Rental Car Department generating revenue within the company.
  • Ensured compliance with Toyota's policies on customer satisfaction and associate training and facilitated quarterly New Owner Events.
  • Act as liaison between departments, Toyota Motor Corp. and customers to ensure win-win solutions.
  • Monitor, respond to and close all incoming cases from Toyota's Customer Experience Center.
  • Handled all BBB complaints, Toyota Corporate cases, and internal customer relations issues.
  • Resolved complaints and issues that came through Toyota Headquarters and within the local dealership.
  • Explored ways to better educate the Bill Page Toyota & Scion Sales team.
  • Monitored and reported scores of Sales Satisfaction Surveys and Toyota Service Surveys.
  • Resolved customer issues with dealership, sales, service and Toyota products.
  • Monitor and improve sales satisfaction index indicators related to the Toyota survey.
  • Ensured each employee receives correct training through Toyota s Certification Program.
  • Monitor incoming surveys and respond to any alerts generated by Toyota.
  • Worked with Toyota and Mazda corporate resources to resolve elevated concerns.
  • Maintain 'Green Light' standards for customer satisfaction through Toyota.
  • Review employee records and ensures employees are Toyota Certified.
  • Schedule service for Toyota Care.
  • Processed customer satisfaction surveys through Toyota corp. Brought a customer satisfaction ratio up by 50%.
  • Organized all on-site outreach events, including unveiling of 2013 Toyota Avalon.

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16. Customer Base
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average Demand
Here's how Customer Base is used in Customer Relations Manager jobs:
  • Satisfied irate customers and conducted ongoing proactive consultation with key dealerships to improve their ability to satisfy their retail customer base.
  • Orchestrated positive customer relations by devising a goodwill and customer visitation program for Medico's customer base of approximately 4800 accounts.
  • Increased company revenues and customer base through competitive win-backs by recommendations of new service and identification of new business applications.
  • Analyzed customer base to determine profitability and potential to maximize business.
  • Managed customer relationships and escalations across the entire customer base.
  • Increased customer base, maintained accurate and detailed records of client income tax filings for state, federal and local governments.
  • Managed $3 million/year electric and gas commercial customer base and provided local public relations presence in Southern, IL region.
  • Worked with a diverse customer base such as the fresh produce, frozen foods, automotive and packaging brokers.
  • Developed sales programs to increase customer base and retained a portfolio of existing customers and qualified leads.
  • Led the Customer Relations department and retained over 90% of the customer base per quarter.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Positioned, quoted and sold banking solutions to customer base.
  • Supported over 8,000 customer base and over 1,000 Sales Consultants.
  • Initiated direct telephone contact with customer base and supervised staff.
  • Developed invoice tracking for the customer based on their needs.
  • Complete analysis of customer base to identify opportunities for upselling of new software products.
  • Developed multichannel marketing plan that included marketing and sales events that increased customer base by 70 customers per year.
  • Authored numerous articles which were published on the web and company blog for our customer base.
  • Formulated relationships with existing customer base and worked with global sales to support new opportunities.
  • stock control and inventory -visual and product merchandising - Increased customer base and markets via social media and e marketing.

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17. Business Development
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average Demand
Here's how Business Development is used in Customer Relations Manager jobs:
  • Led business development and marketing efforts, which expanded the customer base and introduced individual products into specialty markets.
  • Selected to provide territory and business development for new and replacement windows company for residential and commercial clients.
  • Embraced challenge of revitalizing customer relationships to drive business development and market expansion.
  • Organized and integrated brand new department at dealership: Business Development Department.
  • Designed and implemented a Business Development Center for the dealership.
  • Supported and assisted the CEO, CFO and Business Development Manager with memos, letters, forms and quarterly reports.
  • Interviewed, trained, and supervised candidates for various positions in the service department's Business Development Center.
  • Created business development plans and successfully monitored investment portfolios for clients with 3 million + in assets.
  • Handled new business development as well as creating new partnerships to expand the business.
  • Manage the business development office and oversee the software development and technical support offices.
  • Worked and trained Business Development Center which handled all incoming telephone calls.
  • Promoted from the BDC Representative position to manage the Business Development Center.
  • Linked CCS with business development resulting in 20 percent sales increase.
  • Focused on Fortune 500 key accounts and new business development.
  • Trained all new Business Development Center Sales Associates.
  • Call Center Manager/Business Development Manager * Confer with customers by telephone to provide information about products or services.
  • Establish reseller agreements with channel partners to enhance new business developments.
  • Assisted with business development plans and goal setting to ensure continual sales growth.
  • Track and report sales commissions for business development personnel.
  • Resolved customer concerns and complaints, monitored internet customer service surveys, conducted bi-monthly sales meetings and initiated business development efforts

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18. Process Improvement
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average Demand
Here's how Process Improvement is used in Customer Relations Manager jobs:
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Created and implemented policies, procedures and process improvement initiatives to foster brand loyalty and increase customer satisfaction.
  • Monitor customer complaint trends to suggest and implement process improvements to avoid repetitive issues.
  • Focus was upon process improvements and customer service quality while emphasizing PK excellence.
  • Dedicated to continual process improvement by consistently influencing and implementing beneficial process changes.
  • Developed process improvements to enhance efficiency and effectiveness of call center operations.
  • Developed system enhancements for process improvements to enhance our customer experience.
  • Fostered an environment which encouraged continual process improvements.
  • Spearheaded process improvements and work documentation.
  • Developed process improvements based on analyses.
  • Worked within ISO 9000 standards to create and update documentation, training materials, continual process improvements, and record keeping.
  • Demonstrate extensive negotiation, process improvement and teamwork to influence project direction, goals and outcomes at the enterprise level.
  • Worked to drive process improvement for warranty/product quality issues, complaints, initiated processes to resolve ongoing issues
  • Charged with process improvement, leading matrix teams for all locations both Domestic and International.
  • Process Improvement * Created staffing model that drove hiring results and improved customer satisfaction.
  • Suggested process improvements to secure prompt and regular receipts for the organization.
  • Identified areas for process improvement and updated process plans.
  • Indentified and made recommendation for process improvements.
  • Managed Customer Service experience with Lexus of Peoria and Peoria Toyota Scion, organized events and assisted with process improvement.
  • Project Managing Process Improvement Interactive learning Cross-trained and backed up 4 other customer service associates.

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19. GM
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Here's how GM is used in Customer Relations Manager jobs:
  • Generated and distributed daily reports and order acknowledgments to appropriate personnel.
  • Provided back-up support for other GM call centers located in the United States as well as all GM dealerships and personnel.
  • Advocated for a unique customer segment, resulted in segment sales increase from $500K in 2011 to 900K in 2014.
  • Identify, build and deepen relationships to gain incremental wallet share of the affluent segment through a superior customer experience.
  • Managed credit bureau disputes with the (3) main credit bureaus and assisted in resolving judgment and lien issues.
  • Created working relationships between GM dealerships and auto owners for warranty, recall, and customer service related issues.
  • Implemented Six Sigma project to reduce Time to Fill from 36 to 31 days for travel counselor hiring.
  • Empowered and responsible for using proper judgment to provide balanced solutions accounting for company and customer needs.
  • Designed and implemented procedure and process for the sale of off-lease and repossessed GMAC financed vehicles.
  • Serve as liaison between gm vehicle owners and gm dealers for the cost of repairs.
  • Provided general product and incentive information on GM vehicles to both dealers and customers.
  • Worked direct with GM and departmental managers to develop budgets and forecasts.
  • Worked as liaison between GM and consumers to achieve customer satisfaction.
  • Provided specialized case management service for GM car owners.
  • Research client complaints on vehicles and gm dealers.
  • Registered customers on GM website.
  • Determine qualifications and build solid business case for goodwill repair assistance to gm car owners.
  • Attained Wingman (new hire trainer) status after 1 year of employment.
  • Selected by GM for supervisory role, in addition to, offered full-time BMW Technical Consultant/Genius role.
  • Interfaced with CEO, COO, DMs, GMs, shop staff.

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20. Customer Feedback
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Here's how Customer Feedback is used in Customer Relations Manager jobs:
  • Provided Customer feedback to Product Managers, OEM and Executive Management for product improvement and project prioritization.
  • Recognized individually for providing exceptional service based on customer feedback and received Outstanding Community Performance Award.
  • Tracked/reported on customer feedback/trends to senior management to aid identification of product/service improvements.
  • Create an outstanding customer service internally and externally through customer feedback and communication.
  • Applied customer feedback to improve service through continuous improvement recommendations.
  • Recommended improvements in sales/service based on customer feedback.
  • Acted professionally and patiently when addressing negative customer feedback
  • Addressed negative customer feedback immediately.
  • Researched customer behavior by attending trade shows, conducting focus groups and surveys, and receiving and tracking customer feedback.
  • Support Chief Executive Officer in all sales meetings by preparing quarterly sales reports and updating customer feedback logs.
  • Produce and process support agreements to customers, customer feedback reports and customer retention.
  • Collect customer feedback and make process changes to exceed customer satisfaction goals.
  • Create customer satisfaction surveys and programs to enhance customer feedback.
  • Addressed negative customer feedback immediately to ensure positive outcomes.
  • Log customer feedback to assist leadership to find positive and negative trends ensuring an edge on the competition.
  • Fielded all of the Dealerships customer feedback, both positive and negative.
  • Communicate with customers regarding status of vehicles and any issues Maintain customer feedback records Implement performance standards
  • Implemented a customer feedback solution called Delighted which monitored and ultimately improved ExOfficio's NPS (Net Promoter Score).
  • position Created and developed the first quality assurance and survey program to gather customer feedback and make process improvements.
  • Provide customer feedback Personal assistant to GM of store Clerical filing duties Oversee customer contact for all department heads

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21. Customer Accounts
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Here's how Customer Accounts is used in Customer Relations Manager jobs:
  • Managed customer accounts and enhanced user experience by planning and developing customer-focused programs.
  • Utilize fast paced critical thinking abilities for auditing customer accounts to resolve discrepancies.
  • Handle customer accounts and provide guidance on enhancing customer relationships.
  • Resolved internal/external credit disputes pertaining to customer accounts.
  • Adjusted customer accounts when necessary.
  • Worked with all large and small customer accounts to build business and relationships between the company and the customer.
  • Sell product and manage customer accounts and relations through email, phone support, and real time chat.
  • Assigned to, and managed a select group of customer accounts for new services and repair issues.
  • Received all account and COD payments, prepared deposits, and posted payments to customer accounts.
  • Process Billing, Credit Memo's, Collections, and apply payments to customer accounts.
  • Work with processing and collection departments as well as facilitate the reinstatement of customer accounts/contracts.
  • Established filing system and maintained customer accounts, contact database, and networking lists.
  • Work on reconciliation of customer accounts, Issue payment when needed.
  • Maintained commercial customer accounts at or above 90% and expanded.
  • Managed customer accounts; billing, collections and account adjustments.
  • Grow existing customer accounts and penetrate new accounts.
  • Tasked with managing customer accounts and inside sales.
  • Maintain records of customer accounts and service plans.
  • Processed maintenance changes to customer accounts.
  • Created new customer accounts and input all technical and non-technical components of the environment via Visio designs and Bill of Materials.

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22. New Clients
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Here's how New Clients is used in Customer Relations Manager jobs:
  • Planned and executed marketing programs to develop customer relationships and acquire new clients.
  • Facilitated registration of new clients.
  • Helped increase revenues by $1 million by bringing on new clients and organically growing existing business.
  • Processed all incoming new business and new clients; input data into system /Collect software.
  • Promoted and gained new business with new clients by using Marketing tools and product.
  • Deliver on-site IT technical training and support for new clients.
  • Offered assistance in correcting install problems for all new clients.
  • Manage registration of new clients.
  • Complete applications with new clients.
  • Account management: Renewing existing accounts, selling to new clients, and up-selling products and upselling to existing accounts.
  • Key Contributions: Trained all new clients and employees.

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23. Action Plans
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Here's how Action Plans is used in Customer Relations Manager jobs:
  • Developed action plans, presented and negotiated alternative solutions to diverse problems.
  • Develop and execute action plans to implement department wide operational changes.
  • Distributed action plans for consistent improvement.
  • Accomplished marketing and sales objectives by planning, developing, implementing, and evaluating advertising and developing field sales action plans.
  • Analyze weekly and monthly results to provide feedback and action plans in order to improve call quality and overall group performance.
  • Identified root causes of customer complaints and developed prompt action plans to resolve delays, mechanical, and cosmetic issues.
  • Developed team of roving tellers to share team results, determine areas for improvement, and carry out action plans.
  • Worked to build relations with the Production Team Leads and Managers through positive performance development action plans.
  • Tracked the success rate of the Department's corrective action plans related to the reported deficiencies.
  • Provide weekly and monthly updates through recurring project meetings, action plans, and executive summaries.
  • Conducted root cause analysis of recurring errors to identify processes breakdowns and develop action plans.
  • Identified root causes of internal problems and wrote corrective action plans to address issues.
  • Created drill down and action plans for departments and employees for customer retention.
  • Developed and managed service action plans to correct recurring and longstanding service issues.
  • Performed weekly reviews and action plans to develop employee progress and growth.
  • Recommended quality control action plans to the Department.
  • Develop action plans to improve performance.
  • Establish and manage action plans.
  • Participate in the development and implementation of marketing /rebranding strategies and enabling action plans.
  • Prepared and completed action plans, wrote new SOPs and company procedures and implemented productivity, quality, and customer-service standards.

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24. Performance Reviews
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Here's how Performance Reviews is used in Customer Relations Manager jobs:
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and increase customer satisfaction.
  • Performed management functions including observations, feedback sessions, recommendations for performance reviews, and conferences.
  • Developed new scripts and campaigns, established higher call center standards, and oversaw all quarterly and yearly performance reviews.
  • Managed 10 to 15 employees and administered performance reviews of associates to identify areas for continuous training.
  • Conducted performance reviews, interviews and training; handled personnel issues.
  • Prepared and administered performance reviews, and counseling's as needed.
  • Provided daily performance reviews and feedback on incentives for account managers.
  • Completed Annual Performance Reviews for direct report staff.
  • Completed performance reviews and provided teams work schedule.
  • Manage team s Attendance/Kronos and handles payroll issues Completed weekly One-on-One performance and performance reviews.

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25. Customer Loyalty
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Here's how Customer Loyalty is used in Customer Relations Manager jobs:
  • Facilitated customer relationships by enhancing communication procedures which led to gaining return customers by 30%, thus maintaining customer loyalty.
  • Designed and implemented strategic programs to increase market base and build customer loyalty through database analysis and customer segmentation analysis.
  • Researched and resolved customer problems and provided established solutions for disputes and fraud to ensure customer loyalty and satisfaction.
  • Earned customer loyalty and retention through recommendations on investments that were financially beneficial for my clients.
  • Negotiated settlements on an individual basis, without established procedures to retain customer loyalty.
  • Generated new business by creating customized customer loyalty programs and marketing strategies.
  • Managed customer feedback and service improvement programs to drive lifetime customer loyalty.
  • Monitor continuous improvement efforts that will increase customer satisfaction and customer loyalty.
  • Recommended process changes to improve overall customer loyalty and retention.
  • Developed customer loyalty programs and handled all reorder promotions.
  • Ensured the swift resolution of customer issues to preserve customer loyalty while complying with First Union policies and procedures.
  • Recommend new products and build rapport with the customers to build customer loyalty to National Pen.
  • Build customer loyalty by placing follow-up calls for customers who reported product issues.
  • Helped create M-I Advantage Program to increase customer loyalty and protect company interests.
  • Tracked key performance indicators surrounding customer loyalty (NPS) and satisfaction.
  • Saved 1,800+ line account over $30,000 to build customer loyalty.
  • Devised numerous customer loyalty increasing protocols.
  • Create and oversee the yearly, multi-tiered, customer loyalty program with benefits for top-grossing accounts.
  • Maintained customer loyalty and production standards to meet or exceed company goals.
  • Maintained 92% customer loyalty rating based on Safeco customer satisfaction scale.

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26. High Volume
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Here's how High Volume is used in Customer Relations Manager jobs:
  • Hired to improve customer satisfaction among retail automotive customers in a high volume environment.
  • Performed cash applications, contract adjustments, research, and resolve billing issues in a high volume environment.
  • Attained <2% abandon rate and >98% service level in high volume call center.
  • Handle high volume of Fishing Charter inquiries via phone, take bookings for Fishing Charters.
  • Service a high volume of loans for private investors through the retention & liquidation process.
  • Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
  • Led 30 customer service representatives in a high volume inbound and outbound environment.
  • Provide customer care in a fast paced, high volume call center.
  • Prepared a high volume of loans through the necessary processes.
  • Direct and supervise high volume customer service call center.
  • Manage high volume Internet and customer leads.
  • Handled high volume accounts in all territories.
  • Answer high volume incoming calls.
  • Deliver excellent customer service and build customer satisfaction and loyalty Handled a high volume of calls and paperwork.
  • Completed a high volume of service requests in a timely manner across several neighborhoods that were backlogged.
  • Account Receivable Specialist Processed as many as (600) cash receipts in a high volume environment.
  • Managed high volume of client calls Ensure all customers are attended and called in a timely manner.
  • Recieved and screened a high volume of internal and external communications, including email and mail.
  • Responsibilitiesincluded serving & taking orders from members at high volume with a great attitude.

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27. Sales Department
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average Demand
Here's how Sales Department is used in Customer Relations Manager jobs:
  • Developed quarterly and annual sales department budgets.
  • Created, implemented and maintained a structured, time specific sales follow up process for sales department, utilizing CRM tools.
  • Train and develop members within sales department to provide thorough customer service to all active and potential consumers.
  • Worked closely with the service and sales departments to solve customer concerns in an effective and timely manner.
  • Maintain the dealership's customer satisfaction score for both the service department and the sales department.
  • Supervised and trained Sales Department; conducted performance appraisals; developed action plans; chaired meetings.
  • Work side by side with Sales Department to ensure quality service and thorough product support.
  • Defined and closely monitored short and long-term goals and objectives for Sales Department.
  • Monitor and maintain all open 800 contacts that pertain to the sales department.
  • Coordinated between sales department and service to contact customers for follow up calls.
  • Maintain customer satisfaction level within the company's service and sales departments.
  • Designed marketing programs and promotions for telesales and sales departments.
  • Resolved customer complaints with Finance, Service and Sales Departments.
  • Handled customer complaints and crisis management in the sales department.
  • Resolved any customer issues for the service and sales departments.
  • Supported Sales Department in incoming call overflow.
  • Balanced bi-weekly payroll for sales department.
  • Worked closely with operations and sales departments to implement change request and develop new procedures to facilitate profitability of managed clientele.
  • Created and designed company materials such as fax cover sheets and logs.Placed items on EBay for parts and sales departments.
  • Generated reports for sales departments customer contacts and created spreadsheets in Excel 2007 to track car sales.

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28. Trade Shows
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Here's how Trade Shows is used in Customer Relations Manager jobs:
  • Attended trade shows and executed in-person sales presentations at customer locations.
  • Schedule, organize, and work approximately 6-8 trade shows per year and look into more that pertain to our field.
  • Assisted Marketing Department with all efforts including trade shows, new product launches and product shipments to endorsing celebrity spokespersons.
  • Planned, Implemented, Facilitated and Executed Marketing materials, trade shows and plans to help increase sales.
  • Deliver presentations of our products to current and potential clients (trade shows, meetings, etc).
  • Attended local, regional and national trade shows for product development training as defined by territory needs.
  • Prepared, managed and met marketing budgets and strategic plans for web development and trade shows.
  • Attended HAI industry trade shows for lead development, relationship building, and marketing intelligence.
  • Assisted Senior Vice President with major accounts in my region and organize trade shows.
  • Coordinated set-up, product display and sales strategies for major trade shows.
  • Attended and facilitated in-person demonstrations as a preferred vendor at trade shows.
  • Attended Trade Shows throughout the US marketing our services.
  • Set up and attended trade shows and conferences.
  • Traveled to trade shows to represent the company.
  • Represented Company at Customers Annual Trade Shows.
  • Company sales representative at regional trade shows.
  • Attended national and regional trade shows.
  • Plan all trade shows and training forums in the U.S., Europe and Middle East.
  • Conducted an established referral program Created trade shows materials, attended trade shows, and promoted products.
  • Worked with vendors for high level event planning (Trade Shows, Regional Sales meetings.

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29. New Vehicle
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Here's how New Vehicle is used in Customer Relations Manager jobs:
  • Developed communication strategy for new vehicle customers to build credibility, retention and loyalty within dealership and manufacturer.
  • Provide accurate information regarding features on new vehicle models and current promotions.
  • Inspected all new vehicles for damages, defects, and its cleanliness before they were delivered to the customer.
  • Coordinated repairs internally and with local vendors when issues were found on new vehicles during the delivery process.
  • Do follow up calls with customers to make sure there are no issues with new vehicle purchased.
  • Grow dealership sales by marketing options regarding refinancing and new vehicle purchases to repeat and new customers.
  • Performed new vehicle delivery, instructed new customers on warranty guidelines and owners manuals.
  • Verified inventory daily and added new vehicles to system when delivered from the factory.
  • Assisted with New Vehicle Damage for vehicles damaged in transit to dealerships and weather.
  • Generate all paperwork needed to execute the exchange of new vehicle inventory.
  • Answer any questions and educate the buyer on their new vehicle.
  • Worked as liaison for new vehicle and service customers with Management.
  • Followed up with all new vehicle sales to improve CSI scores.
  • Organized and presented seminars for new vehicle owners.
  • Perform final inspection of all new vehicle deliveries.
  • Delivered over 1000 Customers into their new vehicle.
  • Order new vehicle MSO's.
  • Accessed data bases to determine which customers purchased warranty packages with new vehicles and mailed customersatisfaction surveys accordingly.
  • Ordered and preferenced new vehicle inventory.
  • Provided one on one customer support related to new vehicle purchase orientation and upselling of aftermarket enhancements.

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30. Customer Care
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low Demand
Here's how Customer Care is used in Customer Relations Manager jobs:
  • Managed over 10 customer service representatives in client relations department and accounts nationwide to ensure quality customer care.
  • Reported on key areas of customer care, ensured accountability, and monitored active number reports for performance
  • Developed business procedures for customer service, customer care, and contract entry departments
  • Maintained regular, proactive customer care for development and increased sales of existing high profile customers as defined by management.
  • Managed a staff of customer care professionals, with duties that included performance evaluation, monitoring, scheduling and hiring.
  • Managed Customer Care Advocate team responsible for addressing phone, email and letter customer escalations directed to executive staff.
  • Managed the call escalations queue for the customer care team and also monitored team member calls for quality.
  • Provide Call Center technology support for Customer Care Specialist, for Account Executives, customers and vendors.
  • Provided comprehensive support to customer care teams on training issues of activities handled by customer relations.
  • Provide accurate and timely information to Customer Care Manager on progress and scopes of work.
  • Provide support to internal associates with call center billing systems and customer care issues.
  • Manage the Customer Care Center and Call Center with 12 Representatives.
  • Managed both the acquisitions and customer care call center processes.
  • Defined website business rules & Customer Care policy & procedures.
  • Placed weekly customer care calls to each family representative.
  • Created a full-service customer care call center.
  • Interfaced with homebuyers and subcontractors to perform customer care work, diagnose, schedule, and complete all warranty service work.
  • Motivated and trained dealership personnel to provide highest standard of customer care and quality of service at all times.
  • Work with Enfra (BPO) in the Philippines for part of my customer care support.
  • Received CRM "Digex 2002 Excellence Award" for Customer Care.

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31. Potential Customers
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low Demand
Here's how Potential Customers is used in Customer Relations Manager jobs:
  • Consolidated and sent sales collateral material to potential customers.
  • Distribute weekly report tracking fulfillment to potential customers.
  • Distribute fulfillment materials to potential customers.
  • Provide training to sales staff on how to effectively communicate to existing and potential customers to ensure they are completely satisfied.
  • Identify prospect leads and generate sales by matching potential customers with products & services, manage daily orders and shipments.
  • Remain apprised of incoming inventory, features accessories, etc., and determine the benefits to current and potential customers.
  • Market to potential customers about how our product will help their operations run smoother and more efficient.
  • Answer and direct current and potential customers to the correct Agent that will meet their current needs.
  • Greeted current and potential customers in person, upon entrance to our facility.
  • Increased sales by making 100 daily outbound phone calls to potential customers.
  • Offered and executed promotions and discounts for current and potential customers.
  • Respond to Toyota Corporate requests with customers or potential customers.
  • Strategized with sales team to prospect and qualify potential customers within assigned geographic territories.
  • Organize monthly email blasts to customers and potential customers promoting sales, services, products, etc.
  • Hired by former banking customer to direct salesforce and manage relations with existing and potential customers.
  • Used marketing and people skills to sell products to customers and gain potential customers.
  • Canvas potential customers Product sales/support Sales/Team/Client Liaison Account maintenance Dispute resolution

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32. HR
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low Demand
Here's how HR is used in Customer Relations Manager jobs:
  • Exercised communication, teamwork, leadership and delegated responsibilities to accomplish goals in and outside of office through administrative functions.
  • Procured five-star status with Chrysler by resolving any customer dissatisfaction and increasing customer satisfaction in sales and service.
  • Increased average customer purchase 20% through inventory management, product knowledge training and merchandising initiatives.
  • Implemented product and segment specific promotional communications that are communicated through direct mail and email.
  • Facilitated successful internal and external audits through sound and thorough documentation.
  • Resolved employment-related disputes through proactive communication.
  • Supported the management of sales and services data through the development of excel and word documents.
  • Reduced customer turnover throughout the 13+ years, by servicing business customers with respect and honesty.
  • Managed three employees and conducted yearly reviews, assigned tasks, and oversaw daily objectives.
  • Managed a team of three customer reps to effectively develop strategic alliance with client.
  • Tracked and evaluated customer responses for 28 branch offices throughout the United States.
  • Work through problems with customers and develop a partnership approach.
  • Promote products and services through public relations initiatives.
  • Assisted up to three lawyers at a time.
  • Performed initial homeowner presentations, quality assurance inspections and homeowner walk throughs.
  • Created customer industry award submissions, resulting in three Interactive Media Awards, two WebAwards and a Nucleus Research ROI Award.
  • Managed customer service interaction and procedures for all Buerge Chrysler Jeep and Ford employees.
  • Provide leadership throughout the facility 2.
  • Managed content and copywriting for quarterly newsletter sent to customer base, analyzed click through rate and assessed reader response.
  • Maintained guest satisfaction at weekly events throughout the year at historical venues across Los Angeles.

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33. Product Knowledge
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low Demand
Here's how Product Knowledge is used in Customer Relations Manager jobs:
  • Managed Quality Commitment Program to ensure customer follow-up and communicate current product knowledge to sales staff.
  • Coordinated and led multiple 3-day workshops for all departments to enhance company's overall product knowledge as well as customer service.
  • Support 150 sales reps and 3000 dealers by providing product knowledge, training materials, shipping information and problem resolution.
  • Trained salespeople and led training sessions on topics including product knowledge certification, customer satisfaction, and sales techniques.
  • Applied product knowledge to investigate issues, identified appropriate actions to ensure customer's satisfaction.
  • Worked with senior management to implement training classes to enhance all representatives' product knowledge.
  • Gained significant product knowledge and moved to be top selling Sales and Leasing Consultant.
  • Collaborated on the creation of a product knowledge training program for newly hired employees.
  • Trained and monitored sales executives' product knowledge, incentive packages and contract documentation.
  • Improved sales team performance, customer relations strategies and product knowledge.
  • Trained the Sales Staff in customer service and Ford product knowledge.
  • Support sales staff and acted as a resource for product knowledge.
  • Processed documentation, used time management, and product knowledge.
  • Passed on all product knowledge tests from University of Toyota.
  • Perform product knowledge training and proper customer care training.
  • Solicited clients for account reviews and improved product knowledge.
  • Establish and enforce product knowledge standards.
  • Trained sales people in auto sales and product knowledge Responsible for down payments, credit checks, and assisting in closing sales
  • Developed a comprehensive training program for new sales associates on vehicle product knowledge, phone scripts, and CRM.
  • Maintained product knowledge, as well as customer service practices 2.

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34. Customer Contact
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low Demand
Here's how Customer Contact is used in Customer Relations Manager jobs:
  • Managed customer database, provided regular customer contact.
  • Direct customer contact and problem resolution.
  • Update database with Vendor/Customer contact information.
  • Maintained customer contact data: updated banking information, change of DBA name, change of corporate name, Tax I.D.
  • Maintain and utilize Goldmine contact manager application to efficiently manage all customer contact, scheduling and recording of key data.
  • Acted as first line of customer contact, managing relationship between buyers and involved parties for first year.
  • Manage in and out bound customer contacts from a variety of sources to generate sales opportunities.
  • Provide oversight of customer contact management database, design, format, usage and standardization.
  • Staff of up to 200 agents handled as many as 3,000 customer contacts daily.
  • Developed telephone call sheet formats, created form letters for customer contact.
  • Implement the use of Cloud Storage to track customer contact information.
  • Collaborate with several cross functional teams for outbound customer contact projects.
  • Supervised day-to-day activities of seven customer service representatives to ensure that all customer contacts were resolved in a timely manner.
  • Lead designer and key customer contact for Framingham-based graphics production company.
  • Worked with salespeople to ensure that post-sale customer contacts are made within 24 hours of delivery and that updated files.

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35. Facebook
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low Demand
Here's how Facebook is used in Customer Relations Manager jobs:
  • Participated in development of online marketing strategy, and raising awareness of Facebook page.
  • Developed and deployed a social media strategy, which included using promotions and posts on Facebook to generate incremental sales leads.
  • Created several Social Media campaigns on Facebook and Google + that resulted in a 150% increase in web traffic.
  • Monitor all reviews about the company posted on Yelp, Angie's List, Google and Facebook.
  • Managed Social Media (Facebook/Twitter) Team interactions as well as the Best Fare Guarantee program.
  • Managed Social Media posts on Facebook, Twitter and Google Plus for over 5,000 fans.
  • Led LG social engagement activities on Facebook, Twitter, and various social forms.
  • Maintained Yelp, Facebook, Google etc.
  • Manage multiple platforms (Facebook, Twitter, Instagram, and Google) to drive social media outreach.
  • Key Achievements: Received 1000+ likes on Facebook page and 250+ follows on Twitter.
  • Doubled the number of Facebook Likes (from [ ] in 6 month.

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36. Service Appointments
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low Demand
Here's how Service Appointments is used in Customer Relations Manager jobs:
  • Scheduled and coordinated upcoming service appointments through oral and written communications.
  • Scheduled service appointments Properly filed documentation of repair orders.
  • General office support including scheduling service appointments.
  • Schedule service appointments for damaged furniture.
  • Follow up on all service appointments from the previous day, follow up on all recommended services that were declined.
  • Answered incoming calls, setting and confirming service appointments, and managed employees/employee scheduling.
  • Generated sales and service appointments, lease renewal opportunities, and special promotions.
  • Set up and evenly distributed service appointments on a schedule that varied constantly.
  • Return and make phone calls to customers and make service appointments.
  • Scheduled service appointments through CDK dealer software.
  • Answer online service appointments and requests.
  • Set service appointments via e-mail.
  • Managed customer complaint hotline and handled dispute resolution Conducted customer satisfaction surveys for new vehicle purchases and service appointments.
  • Delivered presentations at homeowner pre-construction meetings and performed pre-drywall orientations, walk-through orientations, and customer service appointments.

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37. Company Policies
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low Demand
Here's how Company Policies is used in Customer Relations Manager jobs:
  • Provided information, interpretation and guidance to employees and managers on regulatory labor law compliance and company policies and procedures.
  • Mentored and provided effective feedback or support to contractors while upholding company policies.
  • Enforced company policies and industry regulations to school and military environments.
  • Worked with technical writers to produce a written process on the company policies and procedures for suspensions and cancellations.
  • Lead, manage, direct and develop Customer Relations staff members in accordance with company policies and goals.
  • Provided training and technical guidance on company policies and procedures for the Customer Service team and new hires.
  • Ensured timely resolution of customer complaints, scheduling and billing issues in accordance with company policies and procedures.
  • Processed bids, quotes, special orders and sales transactions in accordance with company policies and procedures.
  • Complied with company policies and procedures related to customer service standards, ramp safety and security procedures.
  • Comply with applicable consumer laws, privacy laws, regulations and Company policies and procedures.
  • Monitored employees' overall job performances to ensure adherence to company policies and procedures.
  • Answered employee questions regarding new hire employees and company policies and resolved any issues.
  • Provide coaching to representatives to improve service and adhere to company policies and procedures.
  • Filed and addressed employee complaints in accordance with company policies and government regulations.
  • Prepare a variety of correspondence in accordance with company policies and guidelines.
  • Make decisions on vendors, marketing strategies and company policies.

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38. Honda
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low Demand
Here's how Honda is used in Customer Relations Manager jobs:
  • Ensured corporate/federal policies were met including Honda Corporation requirements and Federal Trade Commission's regulations.
  • Provide assistance with answering customer inquiries about Honda automobiles and services through social media outlets.
  • Lead a team to be the first VW and Honda dealership to pass certification in the state of Utah.
  • Staff supervision and training in Honda business improvement facilitator program with sales, service and parts.
  • Handled two Honda dealerships and was promoted to include the GM, Lincoln-Mercury and Suzuki dealerships.
  • Make decision on behalf of American Honda in providing assistance for customer and their safety.
  • Managed the Honda EXCELL program that validated for 2010, and 2011.
  • Worked for 3 AutoNation dealerships- Dodge, Buick -GMC, and Honda.
  • Worked between Honda and TS Trim to improve production and quality.
  • Worked with Honda Engineers to automate the Civic interior door panel.
  • Led the team to achieve the President's Award for Honda (2 yrs.)
  • Received top Honda award for excellence in customer service Responsible for accurate reporting of all sales and customer service numbers and analysis
  • Researched dailycustomer data provided by Honda, developed and implemented a business plan for improving dealership customer experience.
  • Managed American Honda /Acura customer excellence program.
  • Position was createdand developed by Honda for the EXCELL (Exceeding Customer Expectations Levels for Life) initiative.
  • Implemented American Hondas= Excell Program to program standards for customer satisfaction.
  • Facilitate Williamsburg Honda's yearly Validation and Williamsburg Dodge's yearly Five Star Program.

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39. Powerpoint
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low Demand
Here's how Powerpoint is used in Customer Relations Manager jobs:
  • Created PowerPoint presentation for operations meeting.
  • Worked with several computer software programs, including Microsoft Word, Excel, Access, and PowerPoint.
  • Help to track the status of representatives and their sales improvements via MIS, Excel and PowerPoint.
  • Utilized Microsoft Office applications, including Word, Excel, Access, Outlook, and PowerPoint.
  • Conducted training, performance appraisals, and follow-ups.SKILLS:Microsoft Word, Excel, and PowerPoint.
  • Drafted Customer Experience Service Training, PowerPoint with written materials, for the delivery drivers.
  • Handled Microsoft Office, Word, and PowerPoint on a day to day basis.
  • Use of Microsoft Word, Excel, and PowerPoint.
  • Attend car-planning meetings and created the PowerPoint presentations used.
  • Designed and developed company brochures and PowerPoint presentations for tradeshows and quarterly mailings.

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40. Special Events
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low Demand
Here's how Special Events is used in Customer Relations Manager jobs:
  • Facilitated volunteer training and participated in agency special events.
  • Supervised Special Events Coordinator and interns.
  • Coordinated customer service special events.
  • Produced golf outings, community lectures, children's charities, and a constantly evolving schedule of other special events.
  • Plan and serve as point of contact for special events such as Ford Sponsorship Events and employee appreciation events.
  • Handled inbound and outbound phone calls related to donations, merchandise, customer accounts and special events.
  • Processed and tracked all monetary transactions for camping, membership, special events, or donations.
  • Assisted in the development of incentive programs, host goals, special events and marketing programs.
  • Coordinate special projects, special events, and team activities while working with a budget.
  • Handled the configuration and execution of all logistics and preparation for special events.
  • Developed and organized various off campus activities and special events for students.
  • Assisted in planning and execution of studio special events.
  • Marketed and Advertised for Special Events.
  • Organize meetings and special events.
  • Handled logistics for special events.
  • Coordinate conferences, meetings, or special events, such as luncheons or graduation ceremonies.
  • Volunteer for special events at local VFW and Amvets posts for veterans
  • Assisted in special events coordination.

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41. Problem Resolution
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low Demand
Here's how Problem Resolution is used in Customer Relations Manager jobs:
  • Certified Master Customer Relations Manager, proficient in problem resolution techniques that benefit the dealership and customer.
  • Led implementation and software customization projects coordinating with multiple internal and external partners for problem resolution.
  • Addressed escalated service issues, provided problem resolution, and managed client retention initiatives.
  • Worked closely with electronic operations services and Operations for problem resolution.
  • Position required a high level of troubleshooting and problem resolution.
  • Provided thorough support and problem resolution for customer.
  • Implemented problem resolution program at dealership.
  • Perform Problem Resolution with staff/vendor/client.
  • Act as an advocate/liaison for patients and patient financial services for problem resolution of complex, escalated billing issues with payers.
  • Investigate and resolve customer complaints: coordinate client's problem resolution with staff members under changing fast paced environment.
  • Calmed angry callers, repaired trust, located appropriate resources for problem resolution and implemented best option solutions.
  • Inventory Logistics, A/P and A/R invoicing, Price adjustments, Billing, Audits, and Problem Resolution.
  • Account billing and reconciliation with strong emphasis on cost control, billing inefficiencies and problem resolution.
  • Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
  • Trained and led teams of 5-10 associates to higher standards of relationship-building and problem resolution.
  • Manage corporate office and warehouse facilities; lease, renewals, problem resolutions.
  • Provided a high level of customer service and problem resolution to clients.
  • Point of contact for customers seeking technical problem resolution.
  • Face to face customer problem resolution.
  • Increased client satisfaction rating from 80% to 100% by cultivating relationships and preserving customerloyalty through prompt problem resolution.

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42. Service Advisors
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low Demand
Here's how Service Advisors is used in Customer Relations Manager jobs:
  • Assisted service advisors plus administered setup benefit programs and office equipment purchases.
  • Assisted Service Advisors and Service Department with customer-related concerns or problems.
  • Ensured customer satisfaction, helped service advisors with customers.
  • Assist in resolving customer complaints, which can not be handled by Sales Consultants, Service Advisors, or Managers.
  • Train service advisors/ sales associates on how to adequately address problems over the phone or how to write correspondence.
  • Turn in monthly bonus reports for myself, sales consultants, service advisors, and store managers.
  • Assist service advisors during high volume times of day to facilitate customers' concerns and needs.
  • Worked closely with the Service Advisors and all Service customers to maintain quality satisfaction.
  • Worked as a team player while handling customer needs with the service advisors.
  • Assisted Service Advisors and Service Manager in solving customer concerns and problems.
  • Coach Service Advisors in managing and maintaining high survey numbers.
  • Guide customer to service advisors.
  • Assisted Service Advisors and Receptionist.
  • Resolved service/sale customer complaints Managed service advisors and sales force.
  • Checked clients in and assisted service advisors and salesmen with follow up procedures for sales and services customers to ensure satisfaction .
  • Prepared and coordinated monthly work schedules for employees (Service Advisors, Technicians and Express Lube team).
  • Recruited Trained Supervised Service Advisors and Customer Support staff.

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43. Outbound Calls
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low Demand
Here's how Outbound Calls is used in Customer Relations Manager jobs:
  • Maintained efficient customer service when handling incoming/outbound calls from borrowers who are seeking mortgage workout assistance options.
  • Received inbound/outbound calls or send emails directly to commercial customer to request/provide information or communicate.
  • Collected payments per guidelines of FDCPA and other federal guidelines in call center receiving inbound and outbound calls.
  • Place outbound calls on those approved, and or deny and process declines per guidelines and closing procedures.
  • Make outbound calls to borrowers to advise of trial payment due dates.
  • Managed branch referral program including on-boarding and outbound calls for internal sales.
  • Answered customer inquiries and resolved issues through inbound and outbound calls.
  • Handled inbound and outbound calls to schedule appointments with customers.
  • Executed outbound calls to customer's to arrange appraisals
  • Handled High Volume inbound and outbound calls.
  • Managed daily high volume outbound calls.
  • Completed 50 outbound calls daily, with average conversion rate of 10% monthly.
  • Answered and assisted customers on inbound calls and made outbound calls *Transferred calls as needed
  • De-escalate inbound and outbound calls and maintain real time data on accounts.

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44. Sales Representatives
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low Demand
Here's how Sales Representatives is used in Customer Relations Manager jobs:
  • Maintain relationships with internal/external customers and sales representatives by expeditiously resolving customer issues in an efficient and professional manner.
  • Manage customer appointments and monitor follow-up activities scheduled for sales representatives.
  • Received numerous letters of appreciation from customers and sales representatives.
  • Managed two employees in the site licensing department who supported the sales activities of two outside site licensing sales representatives.
  • Managed entire RGA process in cooperation with sales representatives and US customers for merchandise returns exceeding $500,000 annually.
  • Worked closely with the clients, sales representatives, attorneys and mortgage loans borrowers to accommodate last minute requests.
  • Received (3) BRAVO awards given to top 10% of sales representatives in the Nation.
  • Championed the creation of Customer Service Centers to assist customers when Sales Representatives were on call.
  • Hire, train and evaluate all customer service representatives and inside sales representatives.
  • Assist sales representatives and upper management in resolving large claims.
  • Hired 100+ sales representatives over a 20 YR-long period.
  • Provided support to Sales Representatives as needed.
  • Created communications programs for customers, internal and external sales employees, sales representatives and prospectivecustomers.

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45. Repair Orders
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low Demand
Here's how Repair Orders is used in Customer Relations Manager jobs:
  • Initial phone contact with customer, scheduling, writing repair orders and working one on one with customer and the technician.
  • Assumed additional duties as cashier, including cash handling, book-keeping, updating/invoicing repair orders, and filing/maintaining vehicle work history.
  • Write service and repair orders for customers mechanical needs and provide feedback to customers based on Service Technicians findings.
  • Assisted Cashiers in setting appointments, closing repair orders, and accepting payments from customers.
  • Cashed out and closed all service and body shop repair orders, and parts tickets.
  • Create in depth repair orders and calculate repair estimates better to serve the clientele.
  • Completed repair orders for Collision Repair Center and payroll.
  • Filed closed Repair Orders and Warranties.
  • Ford Customer Relations Master CertifactionSYNC Specialist Base Certification.Filing Repair Orders, daily cleaning
  • Note mileage,work performed, and declined work on repair orders.
  • Prepared repair orders for each service advisor.
  • Inventory control for new cars.Write repair orders with the customer's concerns and ask additionalquestions to diagnose current problem.

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46. Customer Calls
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low Demand
Here's how Customer Calls is used in Customer Relations Manager jobs:
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Recognize account expansion opportunities from existing customer calls in order to increase company growth.
  • Provided sound and confident resolution for escalated customer calls to maintain customer loyalty.
  • Resolved customer calls/complaints and inquiries concerning refunds, resolving any perceived difficulties.
  • Managed two Customer Contact Centers of more than 150 agents in Chicago and Mexico City responsible for handling inbound customer calls.
  • Answer an average of one hundred customer calls/emails in a day in my effort to provide outstanding customer service.
  • Fielded inbound customer calls regarding homeowners, flood and windstorm insurance requirements based on the financial institutions' requirements.
  • Answered a constant flow of customer calls with up to hundreds of calls in queue per minute.
  • Provided Second Level support for incoming customer calls as well as internal support staff.
  • Assist Service Manager and Service Department with answering customer calls and greeting customers.
  • Handled escalated customer calls as needed; retail dealers and consumers.
  • Manage large volume of customer calls in friendly and courtesy manner.
  • Direct or route customer calls to appropriate personnel for assistance.
  • Triaged, managed and personally solved over 100 customer calls per day.
  • Create Excell spread sheet to document customer calls.

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47. Special Projects
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low Demand
Here's how Special Projects is used in Customer Relations Manager jobs:
  • Participated in special projects with community and municipal leaders.
  • Update daily financial statements * Assist managers and directors on special projects, handles all agents accounts.
  • Address regulatory needs, risk assessment and special projects to meet SEC and FINRA requests.
  • Assisted Accounts Payable, Accounts Receivable and Contracts with special projects on a timely basis.
  • Coordinate a wide variety of special projects from the initial stage to completion.
  • Assist ATM Coordinator in implementing policies, procedures and special projects.
  • Set up conferences special projects and board meetings.
  • Prepare modification agreements Perform other job-related duties and special projects as required.
  • Managed a mixture of inbound and outbound call activities with job responsibilities including: sales, customer correspondence and special projects.
  • Manage Toyota Survey System, print out weekly reports for GM Project Planning - Any special projects given by GM

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48. Monthly Reports
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low Demand
Here's how Monthly Reports is used in Customer Relations Manager jobs:
  • Measured successes against National Average benchmarks by providing monthly reports.
  • Created weekly/monthly reports for executives and board regarding customer relations.
  • Maintained weekly and monthly reports for analysis updates to management.
  • Forecast cash receipts, processes cash applications and write-offs and monthly reports highlighting the financial impact of lease activity.
  • Prepared monthly reports on the status of customer satisfaction in the dealership, including results of all factory-generated surveys.
  • Manage and organize information regarding daily and monthly reports, Customer concerns and scripts for management.
  • Monitored the performance and provided weekly/monthly reports regarding the goals and performance of the team.
  • Maintained and generated weekly/monthly reports tracking gross profit for all sales in the departments.
  • Created monthly reports for records, closed terminated records and completed chart audits.
  • Created detailed monthly reports stating the company's standings in various categories.
  • Maintain and update daily and monthly reports for other managers in dealership.
  • Provided monthly reports, customer report cards, and cost analysis.
  • Provided monthly reports to management staff which outlined quality scores.
  • Prepared detailed monthly reports summarizing branch production and sales goals.
  • Analyzed daily, weekly, and monthly reports to determine areas of improvement and appropriate plan of action.
  • Prepared daily and monthly reports to reflect customer survey responses.

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49. Service Levels
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low Demand
Here's how Service Levels is used in Customer Relations Manager jobs:
  • Ensured superior customer service by maintaining department standards of service levels for customer issue follow-up and resolution.
  • Improved customer service levels by retaining employees in the following areas: quick/personal attention to customers, and interpersonal communication skills.
  • Improved customer service levels to better than 80% and reduced customer call abandonment by more than 80%.
  • Increased service levels by 36% within 2 years of call center consolidation in August of 1999.
  • Provided employees with training to maintain and increase service levels to both internal and external customers.
  • Assisted in the redesign of department to help improve service levels for internal and external customers.
  • Managed facilities, scheduling, service levels, forecasts, reports, productivity and evaluations.
  • Managed 3rd Party Call centers; ensuring customer experiences and service levels were met.
  • Managed call center environment that held high service levels for inbound customers calls.
  • Work with drivers ensuring proper service levels to our customers.
  • Monitored service levels of other employees.
  • Provide borderline service levels; Prepare protocols, ethics and compliance with state, federal and local agencies.
  • Analyze daily statistics to identify and address trends and develop improved workflows to maintain service levels.
  • Create monitoring mechanisms and practices to ensure high quality Customer Service levels among staff.

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50. Customer Information
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low Demand
Here's how Customer Information is used in Customer Relations Manager jobs:
  • Recommended potential products or services to management by collecting customer information and analyzed customer needs.
  • Prepared product or service reports by collecting and analyzing customer information.
  • Gathered and verified all required customer information for product manufacturing.
  • Gathered and verified all required customer information for tracking purposes.
  • Gathered customer information including name and appointment details.
  • Maintain and update customer information using company database.
  • Entered new customer information into software system.
  • Maintain complete and accurate customer information.
  • Maintained confidential customer information (Driver's License, Auto Insurance and in some cases credit card information) on customers.
  • Use and update customer information in the dealership operating systems.
  • Bean Customer Information Center which required constant interaction with L.L.
  • Import of all customer information into FedEx for shipping.
  • Entered and updated customer information in dealership's system.
  • Input customer information in the system.
  • Inform all new and current employees on Safeguard Customer Information comply with Information Comply with information Security Policies and Procedures.

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Customer Relations Manager Jobs

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20 Most Common Skills For A Customer Relations Manager

Customer Service

37.3%

Customer Relations

16.1%

Dealership

6.5%

Customer Complaints

4.9%

Warranty Claims

4.6%

Phone Calls

3.0%

Technical Support

2.9%

CRM

2.9%

Customer Service Department

2.6%

Sales Goals

2.5%

Customer Retention

2.2%

Internet

2.1%

New Accounts

2.1%

Data Entry

1.8%

Toyota

1.6%

Customer Base

1.6%

Business Development

1.5%

Process Improvement

1.5%

GM

1.2%

Customer Feedback

1.2%
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Typical Skill-Sets Required For A Customer Relations Manager

Rank Skill
1 Customer Service 29.8%
2 Customer Relations 12.9%
3 Dealership 5.2%
4 Customer Complaints 4.0%
5 Warranty Claims 3.7%
6 Phone Calls 2.4%
7 Technical Support 2.3%
8 CRM 2.3%
9 Customer Service Department 2.1%
10 Sales Goals 2.0%
11 Customer Retention 1.7%
12 Internet 1.7%
13 New Accounts 1.7%
14 Data Entry 1.4%
15 Toyota 1.3%
16 Customer Base 1.3%
17 Business Development 1.2%
18 Process Improvement 1.2%
19 GM 1.0%
20 Customer Feedback 1.0%
21 Customer Accounts 0.9%
22 New Clients 0.9%
23 Action Plans 0.9%
24 Performance Reviews 0.9%
25 Customer Loyalty 0.8%
26 High Volume 0.8%
27 Sales Department 0.8%
28 Trade Shows 0.8%
29 New Vehicle 0.8%
30 Customer Care 0.7%
31 Potential Customers 0.7%
32 HR 0.7%
33 Product Knowledge 0.7%
34 Customer Contact 0.7%
35 Facebook 0.7%
36 Service Appointments 0.7%
37 Company Policies 0.7%
38 Honda 0.6%
39 Powerpoint 0.6%
40 Special Events 0.6%
41 Problem Resolution 0.5%
42 Service Advisors 0.5%
43 Outbound Calls 0.5%
44 Sales Representatives 0.5%
45 Repair Orders 0.5%
46 Customer Calls 0.5%
47 Special Projects 0.5%
48 Monthly Reports 0.5%
49 Service Levels 0.5%
50 Customer Information 0.5%
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