Customer Service Manager

5 months ago

Newmarket, Canada Zanchin Automotive Group Full time

**Customer Service Manager career and employment opportunity awaits you.**
- The Power to Move You_

**Mercedes-Benz Newmarket**, part of Zanchin Automotive Group, a privately-owned network of 35+ successful dealerships that welcomes talent and enthusiasm, values people and contributions, and rewards performance and accomplishment, is looking for an experienced and enthusiastic **CUSTOMER SERVICE MANAGER **to join the Team.

Join now to be part of a company that has been supporting the community for 50 years, and where careers are made and fostered with enthusiasm, integrity, and respect. Now is the time to be part of a Team that encourages progressive and entrepreneurial styles, and drives performance through winning attitudes.

**What’s in it for you**
- Competitive and generous compensation package
- Enhanced Group Benefits Program, including extended medical, dental, vision, life insurance and so much more
- Company-provided tools and equipment
- Ongoing development and training, including product and industry knowledge, from experienced leaders and experts
- Opportunity for career advancement within the group
- Employee preferred pricing for vehicles, travel, gym memberships, cell phones/plans, and so much more

**About the opportunity**

As an integral part of the “we can do that” operation, this position is responsible to maintain high profitability of the operation, while supervising and leading aspects of the systems; also responsible to sell vehicle maintenance and repair while engaging with customers. Specifically:

- sell recommended and required vehicle maintenance to customers, while providing thorough and expert details and explanations; explain the nature of vehicle work and associated costs
- advise customers on how to look after the vehicle and stress the importance of maintenance, based on manufacturer technician features
- schedule vehicle maintenance appointments, develop long-lasting relationships with customers, and increase retention
- prepare detailed and accurate estimates of labor and parts costs, and present them to the customer for authorization
- perform vehicle inspections prior to maintenance
- determine the time frame for work completions and communicate with the customer to keep them informed of updates or delays
- verify the scope of warranty coverage on the customer vehicle before maintenance commences
- define patterns and work to improve efficiency; determine and oversee shop throughput and workflow
- track and record service department gross profitability and key performance indicators
- make suggestions for continuous improvement and quality control; identify areas of opportunity relating to increased customer-paid, internal, and warranty revenue, and customer engagement and satisfaction
- maintain high profitability in all areas and keep all departmental expenses under strict control
- monitor and maintain all manufacturer warranty programs for high profit and claim accuracy
- follow-up with customers to achieve a high customer retention level and ensure satisfaction; handle escalated customer complaints

**About you**
- desire for professional growth and advancement; the willingness to ‘learn by doing and advance into the position of Service Manager
- 5+ years of proven experience as a Service Advisor
- proficiency in working with ERP systems (ie. CDK/Reynolds)
- proficiency in working with Customer Relationship Management Systems
- ability to sell vehicle maintenance
- ability to adapt to a changing environment and meet deadlines
- strong ability to communicate professionally (verbally and written)
- strong attention to detail; organized and strategic
- ability to maintain confidentiality and professionalism
- ability to work independently and with mínimal supervision
- self-motivated and driven with a passion for excellence in execution
- a desire to work in a high-energy, fast-paced environment
- a proven commitment to quality of work

**Why choose Zanchin Automotive Group?**

Your career ambitions will be achieved - we offer career development and advancement.

You will be part of a winning team - we are a leader in the industry driven by 50 years of people-centric business modeling.

Your voice will be heard and ideas celebrated - we have an entrepreneurial and strategic attitude, that welcomes and supports individual ideas and strategies.

You will enjoy a competitive pay and bonus plan - we offer many employment perquisites.

You’ll be part of a culture at the forefront of transparency, communication, and engagement - we are a Team and work together to achieve and thrive.

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