The Service Drive Manager must ensure the highest levels of customer satisfaction so that owners continue to return to for future work. Repeat business is vital to building long-term revenue and profitability. The Service Drive Manager must identify aspects of the business that affect customer satisfaction, such as opening times, availability of courtesy vehicles or collection and delivery services, accuracy of costs, and quality of work. They must ensure that all members of the team understand the importance of customer satisfaction and develop training programs to improve customer service standards. Service Drive Managers are responsible for recruiting a team Service Advisors in excellent communication skills. They must be able to interpret customers’ descriptions of their vehicle problems and translate those into clear instructions for service technicians. They also require excellent customer service skills to deal with any customer concerns or complaints. This a high volume Service and Parts Department that operates 7 days a week.
Key Responsiblities:
- Train, develop and motivate the service department staff and monitor their performance.
- Train new Advisors and assist advisors during the service sales process.
- Interact with customers daily and ensure an excellent service drive experience for them.
- Ensure that common courtesy is shown to all customers by every service department employee to promote customer satisfaction.
- Maintain daily sales and production records as required by dealership management.
- Ensure that the service department meets all customer satisfaction (CSI) and financial goals.
- Complete quality checks and documentation of all completed work before delivery to client.
- Establish and maintain good working relationships with customers to encourage repeat and referral business.
- Handle customer complaints tactfully, promptly, and with concern for the customer.
- Ensure proper repair techniques are being used.
- Schedule training as necessary to properly repair and service vehicles.
- Stay up to date on product changes and new products.
Qualifications
- 5+ years of automotive service experience (preferably in a supervisory role)
- Strong customer service and conflict resolution skills
- Excellent communication and organizational abilities
- Ability to multitask in a fast-paced environment
- Familiarity with dealership management systems (CDK preferred)
- Valid driver’s license
Key Competencies
- Leadership and team management
- Customer focus
- Problem-solving and decision-making
- Time management
- Attention to detail
Pay: $150,000.00 - $200,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: In person
