Head of Customer Service and Experience

The Service Manager at The Mason Automotive Group oversees all aspects of daily fixed operations to ensure smooth and efficient service department performance. This role is responsible for managing the fixed employee schedule, fostering a winning culture within the team, and overseeing all factory training and testing programs. The Service Manager will also manage technician expectations, optimize customer flow, and maintain high levels of Customer Satisfaction Index (CSI) to enhance overall customer experience.

Develop and manage fixed employee schedules;

• Create and maintain a positive, winning culture within the service team;
• Oversee and coordinate all factory training and testing programs for employees;
• Set and manage technician expectations to optimize performance;
• Manage customer flow to deliver timely and quality service;
• Monitor and improve Customer Satisfaction Index (CSI) scores;
• Maintain and grow technician performance and output
• Manage daily expectations for all fixed employees
• Create an environment where training and employee growth inspires
• Manage daily reports and output

Proven experience in automotive service management;

• Strong leadership and team-building skills;
• Knowledge of factory training and certification processes;
• Ability to manage customer relations and improve CSI;
• Ability to manage factory programs and expectations

Competitive salary range of $135,000.00 - $160,000.00 per year paid weekly;

* The Mason Automotive Group is a leading automotive service provider located in Lugoff, SC. We pride ourselves on delivering exceptional customer service and fostering a collaborative and motivating work environment for our employees. Join our team and be part of a company that values excellence and innovation in the automotive industry.

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