Head of Client Support Services

Responsibilities

Ensure customers receive prompt, courteous, and effective service

Serve as a liaison between technicians and customers

Take ownership of customers’ experience by carrying out additional assignments, enabling the dealership to leave a positive impression with the customer

Manage and hire technicians and service advisors

Interview and make new hires

Train, mentor, and develop Service Advisors to ensure exceptional customer service and departmental performance

Distribute work between technicians

Prioritize required services

Maintain an efficient, well-run, and profitable service department

Monitor and manage shop productivity, efficiency, labor sales, and departmental profitability

Review and maintain accurate Work In Process (WIP) reports

Oversee and ensure timely and accurate warranty claim submissions

Ensure customers have a positive dealership experience

Maintain manufacturer Customer Satisfaction Index (CSI) scores at or above established monthly goals

Analyze CSI results and implement processes to improve customer satisfaction and retention

Provide concierge support for all owner inquiries, whether via phone or in person, to ensure the customer does not get mishandled

Spend quality time building relationships with customers

Prepare and present weekly service department reports using Microsoft Excel and Microsoft Word

Work closely with Parts and Sales departments to ensure operational success and customer satisfaction

Requirements

Previous automotive Service Manager experience required

Strong technical automotive knowledge

Demonstrated ability to lead, motivate, and manage service department personnel

Proven ability to train and develop Service Advisors and technicians

Knowledge and experience with Work In Process (WIP) reporting

Experience with warranty administration and warranty claim submissions

Understanding of CSI programs and customer retention strategies

Organized, detail-oriented, and customer-focused personality

Excellent communication and problem-solving skills

Proficiency in Microsoft Excel and Microsoft Word for reporting and departmental analysis

Dealership experience required

Experience with Dealertrack and Xtime is a plus

What We Offer Medical, Dental, and Vision Insurance

Life Insurance

401(k) Retirement Savings Plan

Paid Time Off

Paid Company Holidays

Paid Training

Work-Life Balance

Ongoing Professional Development

Employee Discounts

Family-Friendly and Inclusive Team Culture

Career Growth and Internal Promotions

Custom and Competitive Wage Plan

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