Service Manager

About Company:

The Tamaroff Group, founded in 1969, has grown into one of Michigan's most successful automotive enterprises. Starting with a single dealership in Southfield, the company now spans many successful businesses, including two dealerships, a leasing company, and more. With a focus on customer satisfaction, employee care, and innovation, The Tamaroff Group remains family-owned and operated. Known for their commitment to excellence, The Tamaroff Group continues to lead in the automotive industry under the guidance of visionary leadership and a strong company culture.

About the Role:

The Service Manager plays a pivotal role in overseeing the daily operations of the service department to ensure exceptional customer satisfaction and efficient service delivery. This position is responsible for leading a team of service professionals, managing workflow, and maintaining high standards of customer interaction and service quality. The Service Manager will develop and implement strategies to enhance service processes, resolve customer issues promptly, and foster a positive environment that encourages teamwork and continuous improvement. By closely monitoring service metrics and customer feedback, the Service Manager ensures that the department meets or exceeds company goals and customer expectations. Ultimately, this role is essential in building lasting customer relationships and driving the overall success of the service department within the organization.

Minimum Qualifications:

• Minimum of 2 years in an automotive service environment (5+ preferred).
• Strong understanding of customer service principles and best practices.
• Excellent communication and interpersonal skills for effective customer interaction and team leadership.
• Ability to analyze service metrics and implement process improvements.
• Proficiency in using service management software and standard office applications.
• Valid driver's license

Preferred Qualifications:

• Proven experience in managing a service department or similar leadership role.
• Demonstrated success in driving customer satisfaction and team performance improvements.
• Familiarity with CDK Service, tablets, texting platforms, and digital vehicle inspection (DVI) tools.
• ASE certifications

Responsibilities:

• Manage and supervise the daily operations of the service department to ensure smooth and efficient workflow.
• Lead, train, and motivate service staff to deliver high-quality customer service and maintain professional standards to achieve performance and CSI goals.
• Handle escalated customer interactions and resolve complex service issues to ensure customer satisfaction.
• Monitor service department performance metrics and implement improvements to enhance productivity and service quality.
• Coordinate with other departments to streamline service processes and support overall business objectives.
• Develop and maintain strong relationships with customers to foster loyalty and repeat business.
• Prepare reports on service activities, customer feedback, and team performance for senior management review.

Skills:

The required skills in service department management, customer satisfaction, and customer interaction are integral to the Service Manager's daily responsibilities. These skills enable the manager to effectively lead the team, ensuring that each customer receives attentive and personalized service. Strong customer interaction skills help in resolving conflicts and building trust, which directly impacts customer loyalty and retention. The ability to analyze service processes and customer feedback allows the manager to identify areas for improvement and implement effective solutions. Additionally, preferred skills such as familiarity with CRM systems and data analysis tools support informed decision-making and strategic planning to enhance overall service department performance.