Customer Experience Supervisor, Carson CA

About Us

Velocity Vehicle Group (VVG) is a premium commercial brand medium to heavy truck dealership that offers the full-service experience for our customers, from an outstanding sales organization to highly skilled technicians to service your vehicle, and on-demand parts. Our goal is to be your one-stop-shop experts for all truckers, owner-operators, fleets, and companies. This, coupled with our Leasing and Rental business and our Financial services business, makes VVG the leading truck dealership.

VVG is a fast-paced and growing organization looking for candidates ready for a daily challenge and eager to provide superior customer service both internally and externally.

About the Role

This position ensures that the Service Department delivers a consistent, world-class customer experience and proactively maximizes uptime to ensure organizational success and profitability while adhering to organizational compliance.

Responsibilities

• Ensure department gross profit (GP) meets or exceeds expectations to deliver successful outcomes.
• Promote a world-class customer experience and consistency from the customer’s perspective.
• Coach service staff to become customer advocates with compassion and fair value.
• Foster continuous improvement projects to encourage innovation.
• Handle administrative tasks such as managing time-off requests and scheduling.
• Participate in the selection of team members.
• Set team expectations and manage interpersonal concerns.
• Coach, conduct performance appraisals, and discipline team members as necessary.
• Set team performance goals and track progress toward them.
• Monitor daily team tasks and ensure they proceed on schedule.
• Communicate with customers, other departments, and managers to ensure repair orders are handled effectively.
• Follow up on Qualitrics surveys.
• Provide administrative support to the foreman.

Requirements

• Minimum 3 years’ experience in a similar role.
• Strong verbal and written communication skills.
• Strong customer service skills.
• Self-motivated with strong time management skills.
• Ability to problem-solve and make operational decisions without oversight.
• Excellent supervisory and leadership skills.
• Previous Procede experience is an asset.

Physical Requirements

Must be able to pass post-offer drug screening, physical examination (including a lift test), and background check.

Pay

$70,000 per year plus commissions.

Benefits

• 401k with company match.
• Health, dental, and vision insurance, plus HSA and FSA options.
• Employer-paid life insurance.
• Paid vacation days.
• Generous sick leave.
• Company perks such as employee discounts, company events, and training programs.
• Excellent training and career advancement opportunities.