Head of Client Support Services

Company Overview Bridgestone Retail Operations (BSRO) is part of Bridgestone Americas and employs over 22,000 teammates in North America. BSRO operates more than 2,200 company-owned stores, including Firestone Complete Auto Care, Tires Plus and Wheel Works locations. With locations across North America and more than $4.5 billion in tire and auto service sales, Bridgestone Retail Operations is the right place to build a career. Whatever role you fill, when you represent the Bridgestone name, you are a valued teammate, and part of our larger mission to Serve Society with Superior Quality. We provide formal training, performance incentives, paid vacation and holidays, competitive healthcare packages for full-time and part-time employees, and a 401k plan to help build towards your future. We believe people can only provide superior service and quality to others when they are allowed to bring their whole self to work and know they are supported. We are building a team as diverse as the world we serve.

Position Summary Combining your in-depth automotive repair knowledge with your exceptional people skills, you'll manage customer relationships and frequently serve as a liaison between technicians and customers. You'll also select, coach, lead, train and supervise vehicle technicians while assisting with the purchase of parts, materials and equipment.

All employees receive pay that meets or exceeds the applicable minimum wage requirements.

Responsibilities Assign and schedule work duties to auto service staff according to individual skill level.

Serve all automotive service needs of customers.

Oversee the hiring and training of an effective auto service team.

Maintain compliance with quality standards.

Ensure exceptional customer satisfaction and retention by effectively managing all aspects of customer interactions, including proactive communication, issue resolution, and follow-up.

Serve as the primary point of contact for customer inquiries, feedback, and concerns, utilizing strong interpersonal skills and automotive expertise to foster long-term relationships and loyalty.

Develop understanding of business operations in the automotive service environment from proficient management of paperwork and customer interactions to financial transactions and adherence to company policies and standards. Use this expertise to enhance efficiency and ensure seamless store operations.

Drive sales through proactive customer interactions, thorough vehicle inspections, and facilitation of communication between the back and front of the shop.

Provide valuable insights to the front of the shop to facilitate product and service sales, optimizing revenue generation.

Minimum Qualifications High School Diploma or equivalent.

4 years of auto service technical experience.

1 year of service manager or service writer experience.

Problem solving - customer complaints. Aptitude to manage inventory, scheduling, equipment maintenance, etc.

Teammate and customer/communication skills.

Ability to recruit and select technicians successfully according to store requirements.

Willingness to continue education and remain current in automotive repair issues.

Must have valid automotive driver's license at all times in order to test drive customer's vehicles.

Benefits Medical, Dental and Vision – Starting day 1 for all our teammates

Paid vacation and holidays

On-the-job training and company-funded ASE certifications

Flexible work schedule

On demand pay (daily pay) program available

It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

Temporary work authorization or the need for sponsorship may disqualify you from employment.

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