An Assistant Service Manager will be assisting the Service Manager in overseeing the daily operations of a service department. This individual will be in charge of ensuring customer satisfaction through effective communication and coordination.
Required skills and qualifications
To be successful in this role, you will need to possess the following skills and qualifications:
- Leadership skills: You should have excellent leadership skills to manage staff and provide guidance to service staff.
- Communication skills: Excellent communication skills are critical to effectively communicate with customers, service staff, and the Service Manager.
- Analytical skills: You should be able to analyze service delivery data and evaluate service processes to identify areas for improvement.
- Time management skills: You should possess excellent time management skills to ensure the timely delivery of services.
- Customer service skills: You should be able to deliver high-quality customer service and manage customer complaints when they arise.
- Technical skills: You should be familiar with the technical aspects of service delivery and maintenance procedures to oversee service staff.
Job Responsibilities
Attitude is everything—greet service department customers promptly and courteously
- Listen to each customer and clearly articulate repair needs to techs
- Upsell recommended/additional services using low-pressure, high-integrity methods
- Provide accurate estimates of repair/maintenance costs
- Adherence to dealership policy on customer vehicle care and operation
- Follow up on each repair and keep customers informed of progress
- Sell and manage extended warranties
- Inspect repair quality and ensure that all work is complete
- Notify customers when vehicles are ready for pick up
- Review and explain repairs and associated costs with customers
- Handle minor customer concerns and complaints
- Keep Service Manager informed of all problems and potential problems
Maintain Customer Satisfaction Index (CXI) scores in accordance with dealership standards