Customer Service Manager - Dartmouth, Canada - Burnside Truck Center

Burnside Truck Center

Verified Company

Dartmouth, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Service Manager

Reports To
General Manager, Burnside Truck Centre

Summary

The Service Manager will be responsible for scheduling service work in the Customer Service department and for selling recommended or required services to customers.

He or she will act in tandem with the Service Department as Burnside Truck Centre's first-line customer relations and service representative.

Core Competencies

Customer Focus
Communication
Team Work
Quality Orientation
Problem Solving
Accountability and Dependability
Leadership
Ethics and Integrity

Job Duties

Communicate with service customers, and service advisors, to determine the nature of the mechanical problems.
Liase with mechanics, technicians, parts department, etc. to ensure customer satisfaction
Manage agreements from customers before repairs; cover cost estimate; and approximate time when vehicle's work will be completed.
Oversee the collection of customer and vehicle data.
Lead the maintenance of a dealershipprescribed standard for "hours per customer repair order written".
Manage the schedule of appointments using dealership approved forms.
Advise customers on the care vehicles and the value of maintaining their vehicles in accordance with manufacture's specifications, using maintenance menus.
Act as the front line of service for minor customer complaints and misunderstandings.
Communicate the need for additional work when needed; explain the details to the customer, including the additional cost and time consideration and document properly on repair order.
Interpret warranty information and policies to customers.
Mentor and train new and existing employees, including performance reviews

Requirements:

High school diploma or GED required.
A certificate or diploma in a related field preferred.
Three years' working experience in a related customer service or sales position.
Proven experience in auto/heavy truck and trailer maintenance shop would be an asset.
Strong customer service and troubleshooting skills.
Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
Experience in all aspects of customer service and people management.
Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required.
Able to respond quickly in a dynamic and changing environment.
Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
Able to effectively communicate both verbally and in writing.
Ability to coordinate and organize meetings, training, and other internal events.
Strong work ethic and positive team attitude.
Must have valid driver's license.
Previous industry knowledge.