Job Description

Who We Are:
At Velocity Vehicle Group (VVG), we represent a premium commercial brand in medium to heavy truck dealerships. We provide a full-service experience, from exceptional sales teams to highly skilled technicians and readily available parts. Our mission is to be the ultimate one-stop shop for truckers, owner operators, fleets, and companies. Combined with our Leasing and Rental business and financial services division, VVG stands as the premier truck dealership.

What's in it for You:
Velocity Vehicle Group is a dynamic and rapidly expanding organization, and we're on the lookout for individuals who relish daily challenges and are passionate about delivering top-notch customer service, both within the company and to our valued clients. When you join VVG, you'll experience an extraordinary work environment, complete with competitive compensation and a comprehensive benefits package, including 401K with matching, as well as Medical, Dental, and Vision coverage. Become a part of our team and immerse yourself in a company that fosters a Great Place to Work™ culture!

What You’ll Do:
The Customer Experience Supervisor will manage the book of business within an assigned territory. In this role, you will be responsible for collaborating with upper management to lead the overall customer experience within your region and build strong relationships to grow your book of business. You will be tasked with identifying events in the local market that will maximize VVGs brand exposure. You will also be measured and rewarded by your ability to maintain relationships, and cumulative sales.

Job Duties:
• Supervise Service Advisors on team, including time off requests
• Liaison between shop and office updates
• Manage team WIP
• Dispatch repair orders to team
• Capture reasons for missing 24-hour TPT in Shopped and create weekly action plans with continuous improvement tools
• Create estimates
• Follow up on Medallia surveys
• Ensure Express Assessment dashboard accurately reflects current status
• Provide administrative support to foremen
• Ensure customers receive daily updates
• Ensure advisors are answering customer calls
• Work with parts for ETAs on backorder parts
• Updating Service Advisors on repair status changes
• Coach advisors to be customer driven
• Ensure department GP meets or exceeds expectations to deliver successful outcomes.
◦ Inspire and develop a striving team that continuously desires to perform above expectations
◦ Maximize each day of the month to proactively game plan successful performance execution
◦ Enforce service office staff process and high expectation to deliver consistency and quality
◦ Utilize team strengths and weaknesses to action plan process improvement
◦ Effectively manage teamwork in process

• Promote world class customer experience and consistency from the eyes of a customer
◦ Proactively utilize customer feedback to detect gaps and improve process, communication and efficiency
◦ Take charge in making decisions for issues that will result in driving prospective business and prevent escalation for conflict when needed
◦ Coach service staff to become customer advocates with compassion to customers at a fair value
◦ Identify Service Advisor strengths and provide positive feedback, continue to develop these strengths
◦ Recognize Service Advisor opportunities for improvement and provide constructive feedback and action planning

• Drive Customer Uptime day in and day out
◦ Foster continuous improvement projects to maintain innovative at all times
◦ Actively engage all to have a customer focused approach
◦ Ensure front service driver is attended to in a timely manner
◦ Proactively utilize data and tools available internally and through DTNA to improve overall efficiency
◦ Provide estimates for advisors to present to customers at a fair value to the customer
◦ Strategically allocate repair orders to shop to maximize customer uptime

Required Skills and Qualifications:
• Excellent verbal and written communication skills.
• Ability to work well alone and with teams
• Excellent interpersonal and customer service skills.
• Excellent sales and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

Compensation:
• $65,000-$80,000 based on experience + bonus plan

Benefits Velocity Vehicle Group Offers:
• Fantastic Culture
• 401k + match
• Health, Dental & Vision Insurance + HSA & FSA
• Employer paid Life Insurance
• Paid Vacation Days
• Sick Leave
• Company perks such as employee discounts, company events and training programs
• Excellent Training and Career Advancement Opportunities

Velocity Vehicle Group is an equal opportunity employer. Velocity Vehicle Group prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.