Job Description
- Responsible for ensuring a customer experience that meets or exceeds the manufacturer’s customer satisfaction index and for monitoring and improving customer satisfaction.
- Drive Service Advisor performance to achieve sales goals and objectives
- Conduct daily business with integrity
- Work effectively with other departments
- Ensure that service department employees follow safety policies and practices and that they report any and all accidents immediately
- Quality check completed jobs
- Ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly
- Ensure that proper service sales techniques are being used
- Communicate with customers before issues arise and get involved in escalated customer issues
- Maintain the highest possible standards of workmanship, advise Service Advisors of service CSI on a monthly basis
- Direct and schedule the activates of all department associates
- Hire, train, motivate, counsel and monitor the performance of Service Advisors
- Maintain customer satisfaction index rating above that of manufacturer or dealership average
- Demonstrates behaviors consistent with the company′s vision mission and values in all interactions with customers, co-workers and suppliers
- Adheres to all company policies, procedures and safety standards
Skills
- Must meet company's requirements for employment
- Three to Five years of experience in an auto repair facility
- Two plus years of supervisory experience
- Excellent verbal and written communication and interpersonal
- Proficient knowledge of dealership computer systems
- Professional appearance
- Demonstrated customer service skills
- Previous industry knowledge of overall operations, management and wholesale relations (preferred)