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Customer Experience Director
2 months ago
Job Summary:
The Service Manager is a key leadership role responsible for the efficient operation of the dealership's Service Department. This position requires a customer-focused individual who can effectively manage a team to achieve sales objectives, maintain good employee relationships, and ensure a customer experience that meets or exceeds the manufacturer's customer satisfaction index.
Key Responsibilities:
- Oversee team members performing vehicle inspections, preparing reports, and assisting in carrying out these job duties.
- Effectively organize and manage team members, including technicians, advisors, and other Service Team Members, to ensure key objectives and service goals are achieved.
- Own creating an exceptional customer service experience by maintaining customer relationships, ensuring repeat customers, delivering quality service, recommending additional products and services, and addressing any customer concerns or complaints quickly and professionally.
- Hiring, training, and managing employees.
- Focusing on customer retention by building quality relationships with guests and team members alike.
- Working diligently to uphold OEM standards while protecting company and customer interests.
- Setting up and maintaining service desk, including managing service desk team members and evaluating desk efficiency.
- Resolving service desk problems and improving current service desk operations to increase productivity and enable amazing customer service.
- Monitoring department operations and client concerns to define patterns and work to improve efficiency.
- Regularly auditing work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly.
- Controlling department budgets and other expenses.
- Demonstrating and championing a healthy and safe work environment.
Requirements:
- Completed a related post-secondary program and/or training courses would be valuable.
- 5 years of experience in an automotive dealership Service Department.
- 3-5 years of management experience.
- Working knowledge of industry standards and practices, including product details and company services offered.
- A provincially recognized Journeyman Automotive Mechanic Certificate is an asset.
- Experience with service applications with ADP/CDK, including dispatch, also considered an asset.
- A valid driver's license and a safe driving history.
- Ability to train, coach, direct, and encourage technicians, advisors, and shop foremen.
- Excellent communication and organizational skills.
