A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Inver Grove Heights, MN Job Details Full-time $72,000 - $130,000 a year 13 hours ago Qualifications Customer communication Guest relations Spreadsheets Coaching In-person customer service Change management Driver's License Continuous improvement Customer engagement Computer skills Full Job Description As Service Manager, you will be responsible for the day-to-day daily business operations of the Service Department, working closely with all team members of the dealerships. You will provide leadership for all aspects of the Service Department operations, and you will supervise and control the operational functions of the Service Drive, Service Bays & Detail to ensure the accuracy, efficiency, and profitability of the Service Department. You are to model behaviors and a culture for success including integrity, respect, drive, community, fun and pride without ego, with self-confidence, and creativity. Job Duties and Responsibilities including, but not limited to: Lead, coach, mentor, and manage team members, establishing and fostering employee engagement to develop a high performing team. Hire, train, motivate, counsel and monitor the performance of all service department team members. Provide enthusiastic leadership to shape team member's attitudes and build morale. Maintain a deep knowledge of the markets and automotive retail industry. Participate in process and policy discussions of the company to continually adapt to the changing market. Hold weekly scheduled department meetings to ensure effective communication with your team and to ensure the Service Department is operating efficiently and profitably. This includes open RO meetings, Warranty Schedule and Service Advisor huddles. Ensure Dealership reputation is top of CSI and other consumer ratings, including BBB and Google. Resolve any guest complaints that team members are unable to rectify timely and ensure there is resolution to the guest's satisfaction. Set comprehensive expectations of Service Department team members. Participate in team member reviews as necessary to ensure compliance and growth of team members. Forecast & execute goals, KPIs, and objectives both annually and monthly for the department. Monitor and control the performance of the department using appropriate reports, tracking systems and surveys. Ensure compliance with all applicable laws, rules, regulations (i.e. OSHA Right-to-Know), and standards to maintain the legality and business integrity of Dealership. Understand and ensure compliance with OEM warranty and policy procedures. Facilitates and/or conducts technical training and sends team members to appropriate training schools as needed. Perform monthly commissions and provide details Payroll. Work closely with Parts Manager to ensure growth of both departments. Maintain high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality. Ensure that the work areas and customer waiting area are kept clean. Maintain safe work environment. Establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities. Prepare pricing guides and maintenance menus for frequent labor operations. Other tasks as assigned. Conduct monthly reviews for service technicians and advisors by the 5 th of every month. Requirements Strong motivation and coaching skills. Excellent customer service skills. Ability to manage change and detail-oriented processes. Maintain a valid driver's license with a clean record. Comply with all dealership and manufacturer job-related training and requirements. Adhere to the employee handbook policies and procedures. Excellent computer skills, including Excel. Ability to achieve goals with high guest satisfaction ratings. Strong communication skills, both verbal and written, and ability to influence management on process improvements.
