Automotive Service Manager - EXPERIENCED - Elyria Downtown - CLOSED ON SUNDAY!!

Service Manager - Job Description

SUMMARY

Directs the service department in diagnosing the customer's needs through appropriate products and services.

All employees are expected to demonstrate core behaviors that help us provide the level of service that customers expect:

Key Competencies

Descriptors

1. Customer Focus

Keeps the customer in mind at all times, proactively identifying and addressing concerns and needs. Seeks to provide quality service in order to build customer loyalty.

2. Desire to Learn

Actively seeks to build or acquire new knowledge in order to improve and develop skills.

3. Interpersonal Effectiveness

Actively listens and communicates respectfully and effectively. Presents information in an engaging and understandable manner.

4. Detail Orientation

Completes tasks accurately, thoroughly and with an eye toward quality, and in accordance with established processes and procedures.

5. Reliability

Assumes personal responsibility for all aspects of work: quality, timeliness and results; seeking to complete tasks with little oversight.

ESSENTIAL JOB FUNCTIONS

• Determines and addresses the customer's needs, problems, complaints, requests, questions and deadlines in a business-like manner.
• Directs and communicates the customer's needs to the service department for diagnosis.
• Verifies with the service department that the appropriate services have been completed.
• Sells tires, automotive accessories, service repairs and preventative maintenance to satisfy customer's needs.
• Learns and maintains current product knowledge on all tires, service and other products that are represented, as well as, those of competitors.
• Accurately answers questions both over the phone and at the store location.
• Establishes a trusting relationship based on integrity and fairness with customers and demonstrates a sincere concern for them.
• Willingly provides superior customer service levels that exceed customer expectations while staying within company policies and guidelines.
• Listens effectively to understand and communicate in a business-like manner to both customers and employees all pertinent subject matter.
• Builds a loyal customer base.
• Prepares accurate estimates and billings for customers.
• Invoices customers using proper procedures for cash, charge, credit, employee, fleet and national accounts.
• Knows, understands and performs the Maintenance Technician duties.
• Establishes priorities on a daily basis among completing requirements to insure that products and services are delivered to customers as promised.
• Analyzes, organizes and prioritizes daily workflow through 1-9 customer service system.
• Demonstrates the ability to be decisive and manage use of time.
• Effectively trains, develops and motivates store personnel.
• Evaluates, encourages and disciplines employees in a fair and objective manner consistent with stated company policies and procedures.
• Delegate's authority by recognizing and utilizing the skills of others.
• Handles customer complaints, employee conflicts and daily operational problems in an even-tempered, fair and consistent manner.
• Demonstrates reliability in all actions with customers and employees.
• Learns and understands the performance business data and applies it fairly to daily operations and decisions in order to increase productivity.
• Effectively manages employee productivity, store expenses and inventory.
• Reaches established monthly goals.
• Communicates questions, problems and results to the Store Leader in a timely manner.
• Learns and utilizes the computer system, software and transfer system.
• Follows daily opening and closing procedures accurately.
• Learns and maintains current product knowledge on all tires, service and other product lines that are represented as well as those of competitors.
• Maintains accurate inventories for tires, parts and other product lines.
• Understands, follows, applies and communicates all current and newly-written policies to subordinates.
• Reports to other locations to fill-in for the manager, if required.
• Responds accurately and on time to all a