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Customer Service Manager

1 week ago

Calgary, Alberta, Canada Dilawri Group of Companies Full time
Role Description

We are seeking a highly experienced and skilled Customer Service Manager to join our team at Country Hills Volkswagen. The ideal candidate will have a strong passion for the automotive industry and a proven track record of delivering exceptional customer service.

Responsibilities
  • Lead and mentor the service advisor team to enhance performance and customer satisfaction
  • Develop and implement training programs to improve product knowledge, customer service skills, and sales techniques
  • Monitor service advisor performance, providing coaching and feedback to meet or exceed departmental goals
  • Act as a point of escalation for customer concerns, ensuring issues are resolved promptly and professionally
  • Provide expert advice on vehicle service and maintenance needs to customers
  • Communicate repair recommendations clearly and accurately, ensuring customers understand service options and costs
  • Build strong customer relationships by delivering excellent service and following up on completed work
  • Promote service specials and upsell recommended maintenance to maximize service department revenue
  • Review repair orders for accuracy and completeness before finalizing with customers
  • Collaborate with technicians and parts department to ensure timely and accurate completion of work orders
About You

To be successful in this role, you will need:

  • A minimum of 3+ years of experience as a Service Advisor in the Automotive industry
  • Clear written and oral communication and a focus on excellent customer service
  • The ability to interpret customers' descriptions of their vehicle problems and translate them into clear instructions for the technicians
  • Excellent organizational skills and an ability to effectively prioritize tasks
  • The ability to effectively deal with customers' concerns or complaints
  • A good understanding of the brand, maintenance, and warranty requirements
  • Computer literacy with an ability to use a variety of programs and learn new ones easily
  • Previous experience with CDK and/or Dealer-FX is considered an asset