Automotive Service Manager
3 weeks ago
**Job Summary**:
**Key Responsibilities**:
- **Customer Engagement & Communication**:
- Resolve customer issues swiftly and professionally, ensuring a high level of customer satisfaction throughout the service process.
- **Appointment & Schedule Management**:
- Coordinate and manage service appointments to optimize workflow and resource allocation.
- Maintain accurate records of all scheduled appointments, customer interactions, and service outcomes using our CRM system.
- **Sales of Service Packages**:
- Proactively identify and sell necessary service options to customers, including routine maintenance packages and additional services tailored to their vehicles’ needs.
- Utilize effective upselling techniques to promote preventive maintenance and value-added services, ensuring customers are fully informed about their options.
- **Inspection Coordination**:
- Arrange vehicle inspections by coordinating with technicians and third-party inspectors, ensuring all pre-inspection requirements and documentation are met.
- Follow up on inspection results and communicate findings and recommendations to customers.
- **Process Improvement & Documentation**:
- Develop, implement, and refine standard operating procedures for appointment scheduling, issue escalation, and service sales.
- Prepare regular reports on service performance, customer feedback, and sales metrics to identify areas for continuous improvement.
- **Team Collaboration & Training**:
- Work closely with technicians, parts, and administrative teams to ensure a cohesive service experience.
- Provide training and support to team members on best practices for customer service and effective service package selling.
- **Problem Resolution & Escalation**:
- Handle escalated service issues, working with relevant departments to resolve challenges quickly and effectively.
- Monitor industry trends and customer feedback to recommend process enhancements and elevate the overall service experience.
**Qualifications**:
- Proven experience in a customer service or administrative role within the automotive service industry.
- Demonstrated ability to effectively sell service packages and upsell additional vehicle services.
- Exceptional communication and interpersonal skills, with a strong customer-focused approach.
- Excellent organizational skills and keen attention to detail.
- Proficiency in CRM systems, scheduling software, and Microsoft Office Suite.
- Ability to manage multiple tasks in a fast-paced environment with a proactive problem-solving mindset.
Pay: $25.00-$40.00 per hour
Additional pay:
- Bonus pay
- Commission pay
Schedule:
- 8 hour shift
- Day shift
- Every Weekend
- Monday to Friday
- Weekends as needed
Work Location: In person
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