Head of Client Services

Job Title

Job Description

Essential Duties

Forecasts goals and objectives for the department and strives to meet them.

Hires, trains, motivates, counsels, and monitors the performance of all service department staff.

Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.

Strives for harmony and teamwork within the department and with all other departments.

Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.

Understands and ensures compliance with manufacturer warranty and policy procedures.

Accounts for all documents; ensures that none are missing and all are processed correctly.

Directs and schedules the activities of all department employees.

Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.

Monitors technicians' daily productivity reports and corresponding payroll records.

Monitors and follows up on parts orders with the parts manager to ensure availability.

Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.

Establishes and maintains good working relationships with customers to encourage repeat and referral business.

Informs repair technicians of time allowances on each repair order.

Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.

Keeps abreast of new equipment and tools available and recommends purchases.

Ensures that the work areas and customer waiting area are kept clean.

Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.

Serves as liaison with factory representatives.

Ensures the proper care, storage, and inventory of special tools.

Ensures that customers' service files are up-to-date and readily available for reference.

Prepares pricing guides and maintenance menus for frequent labor operations.

Handles customer complaints immediately and according to dealership's guidelines.

Maintains safe work environment.

Maintains a professional appearance.

Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Two to four year's related experience and/or training; or equivalent combination of education and experience.

Language Skill

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several variables in situations.

Ability to solve and define problems and deal with a variety of variables in situations where only limited information exists.

Certificates, Licenses, Registrations

Manufacturer Training

Valid Driver's License

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

Experience

2-4 years: Related experience and/or training; or equivalent combination of education and experience

Licenses & Certifications

Required: Drivers License

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.