Commercial Service Manager

Job Description

Job Description

Commercial / CPO Service Manager

The Rafih Auto Group dba Mercedes Benz of North Olmsted is looking for the right person to help lead our well established Certified Pre-Owned Service Department team.

We are looking for atleast 2 years of management experiance. You must be 21 years of age or older with a CLEAN driving record.

ESSENTIAL JOB FUNCTIONS but not limited to this list

• Manage all of Sprinter service, CPO service, technicians, advisors, & clients
• Used cars manage cars to be inspected and sales updated on what cars need what
• Manage Mobile service, schedule, technicians, & clients (help to grow mobile service)
• Help to manage supporting staff for the service department (BDC, porters, car wash, etc.)
• Customer Focus Keeps the customer in mind at all times, proactively identifying and addressing concerns and needs. Seeks to provide quality service to build customer loyalty.
• Desire to Learn
• Actively seeks to build or acquire new knowledge to improve and develop skills.
• Interpersonal Effectiveness Actively listens and communicates respectfully and effectively. Presents information in an engaging and understandable manner.
• Detail orientation completes tasks accurately, thoroughly and with an eye toward quality, and in accordance with established processes and procedures.
• Reliability assumes personal responsibility for all aspects of work : quality, timeliness and results; seeking to complete tasks with little oversight.
• Determines and addresses the customer’s needs, problems, complaints, requests, questions and deadlines in a business-like manner.
• Directs and communicates the customer’s needs to the service department for diagnosis.
• Verifies with the service department that the appropriate services have been completed.
• Sells tires, automotive accessories, service repairs and preventative maintenance to satisfy customer’s needs.
• Learns and maintains current product knowledge on all tires, service and other products that are represented, as well as those of competitors.
• Accurately answers questions both over the phone and at the store location.
• Establishes a trusting relationship based on integrity and fairness with customers and demonstrates a sincere concern for them.
• Willingly provides superior customer service levels that exceed customer expectations while staying within company policies and guidelines.
• Listens effectively to understand and communicate in a business-like manner to both customers and employees all pertinent subject matter.
• Builds a loyal customer base. § Prepares accurate estimates and billings for customers.
• Invoices customers using proper procedures for cash, charge, credit, employee, fleet and national accounts.
• Knows, understands and performs the Maintenance Technician duties.
• Establishes priorities daily among completing requirements to ensure that products and services are delivered to customers as promised.
• Analyzes, organizes and prioritizes daily workflow through 1-9 customer service system.
• Demonstrates the ability to be decisive and manage use of time.
• Effectively trains, develops and motivates store personnel.
• Evaluates, encourages and disciplines employees in a fair and objective manner consistent with stated company policies and procedures.
• Delegate’s authority by recognizing and utilizing the skills of others.
• Other duties assigned to you by management.
• Clean and organized work area and department.