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Customer Service Lead

2 months ago

Kitchener, Canada Mercedes-Benz Kitchener Waterloo Full time

Mercedes-Benz Kitchener-Waterloo is looking for a Customer Service Lead

This position is responsible for customer retention and profitability by assisting the service manager in hiring, training, and measuring the performance of service staff and establishing customer focused service standards.

Job duties:

- Assists the service manager to hire, train, motivate, coach and monitor the performance of the service staff.
- Ensures effective communication within the department and interdepartmentally.
- Creates a customer-focused environment and continuously strives to improve the customer satisfaction ratings.
- Ensures that customer complaints are handled promptly and effectively and work closely with the customer to settle disputes.
- Understands, keep abreast of, and complies with federal and provincial regulations that affect servicing vehicles.
- Understands and ensures compliance with manufacturer warranty and policy procedures.
- Assist Warranty admin team in close work order daily.
- Assists the service manager to develop, implement and monitor performance, systems and standards for the service department using appropriate reports, tracking systems and surveys.
- Assists the service manager in providing product and training resources for service staff on a continuous basis.
- Ensures the staff understands and follows department policies and procedures.
- Oversees service being performed on vehicles in order to keep the service department operating on schedule.
- Making sure that there is an Estimate time of completion for vehicle as needed by the Service Advisors.
- Assists service advisors with customers and their service requirements ensuring optimum customer service.
- Fill in for absences or vacation time as need in the roles of Service Advisor, Reception, Warranty Admin, and/or Porter.
- Checks Kiosk for customer drop-offs.
- Informs customers of vehicle status and estimated wait times.
- Orders parts as required.
- Organizes transportation for customers whose vehicles are being serviced.
- Maintains open repairs list and closes repairs as appropriate,
- Serves as a liaison with corporate and factory representatives.
- Road tests customer vehicles with technicians to diagnose issues and/or evaluate the quality of service performed.

Ideal requirements:

- A minimum of 2 years working in a similar position or in a service advisor role.
- Thorough knowledge of technical repairs and procedures and manufacturer warranty policies.
- Valid driver's license and clean drivers abstract.
- Proficient with the following computer environments: Microsoft Office, Microsoft Excel, Microsoft Edge, Google Chrome, Microsoft Teams, CDK, X-time, Kimoby, and Microsoft Outlook.
- Excellent leadership and management skills.
- Excellent interpersonal and communication (verbal & written English) and customer service skills.
- Excellent problem-solving and conflict resolution skills in order to resolve customer issues.
- Ability to work efficiently and effectively under pressure with simultaneous deadlines.
- Detailed orientated and excellent organizational and multi-tasking skills
- Ability to maintain the confidentiality of pertinent data.

Go to our website to see more about our company and the many reasons why you will want to work for us

We do thank all applicants in advance, but only those selected for an interview will be contacted. Thank you for your interest

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