Job Description
Job DescriptionSalary:
Job Title: Service Department Customer Service Manager
Position Summary:
Cavenaugh Ford Lincoln is seeking an experienced, customer-focused Service Department Customer Service Manager to lead our front-line service team. This role is responsible for overseeing the daily operations of service cashiers, service advisors, and lot porters, while ensuring a high level of customer satisfaction throughout the service experience. The ideal candidate will be a hands-on leader with strong communication skills, a focus on efficiency, and a passion for delivering exceptional service.
Key Responsibilities:
Team Leadership & Staff Management
- Supervise and manage service cashiers, service advisors, and lot porters.
- Create schedules, assign duties, and monitor performance to ensure smooth workflow and optimal staffing.
- Provide coaching, training, and performance feedback to team members.
- Enforce dealership policies and service department procedures.
Customer Relations
- Serve as the primary escalation point for customer concerns, complaints, or questions related to service.
- Proactively engage with customers in the lounge, service lanes, and by phone or email to ensure satisfaction.
- Follow up with customers post-service to confirm resolution of concerns and reinforce positive experiences.
- Maintain a professional and welcoming environment for all guests.
Service Operations & Efficiency
- Coordinate with service advisors and technicians to ensure timely vehicle updates and completion of work.
- Ensure accurate and efficient processing of repair orders and payment by cashiers.
- Monitor the condition and appearance of the service drive and customer lounge, ensuring cleanliness and organization.
- Collaborate with parts and sales departments to streamline communication and operations.
Continuous Improvement
- Identify process gaps and implement solutions to improve customer service and departmental efficiency.
- Analyze customer feedback and service performance metrics (CSI, retention rates, etc.).
- Develop and implement action plans to address areas needing improvement.
Qualifications:
- 3+ years of experience in a leadership role within an automotive service department or customer service environment.
- Strong understanding of dealership service operations and customer service best practices.
- Exceptional interpersonal and communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with dealership management systems (DMS) such as CDK, Reynolds & Reynolds, or similar platforms.
- High school diploma or equivalent required; associate or bachelors degree preferred.
Working Conditions:
- Full-time position with flexible availability including some evenings and Saturdays.
- Primarily on-site role with frequent standing, walking, and interaction with customers and staff.
- Professional dealership service department environment.