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JJ
John Johnson Automotive Group
Experienced Service Manager
Career Insights for Customer Service Manager (General)
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Based on New Jersey data
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What they do
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.
$86,675 / year median in New Jersey
-2% projected decline
Job Description
Job Summary The Service Manager is required to oversee the service department, controlling costs, building a loyal clientele, maintaining good employee relations, setting and obtaining sales and profit objectives and maintaining service records. Additionally, they must satisfy service concerns of all customers, ensure that service is performed at the highest level and operate the department profitably. Providing training on administrative policies and procedures for all department personnel. Encouraging technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers. Keeping up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives. Maintaining the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to dealership policy. Job Requirements Service Manager should have previous experience as a service advisor, as well as an extensive technical background with management training, and typically have been in the business for 5 years or more. Service Manager is require strong communication skills to deal with customers, employees and vendors. Managerial positions are required to maintain the profitability of their departments while controlling expenses and maintaining customer satisfaction. Managers are required to not only understand and keep abreast of the federal, state, and local regulations that affect their operations, but must also comply with these regulations including hazardous waste disposal, OSHA Right-to-Know and provide necessary training on these regulations and ethical practices. Professional certification from the National Institute for Automotive Service Excellence (ASE) is preferred. People working within the automotive retail industry often have to work extended hours, evenings and weekends to achieve their goals.