Description
The Service Director at Hennessy is responsible for leading our Service Departments and providing the best customer experience possible.
- Lead and manage the service department, including service advisors, technicians, and support staff to achieve departmental goals and objectives.
- Develop and implement strategies to optimize service department performance, maximize revenue, and enhance customer satisfaction.
- Monitor and analyze key performance indicators (KPIs) such as service volume, productivity, efficiency, and profitability, taking proactive measures to address areas of improvement.
- Foster a positive and customer-focused culture within the service department, emphasizing teamwork, professionalism, and continuous improvement.
- Ensure compliance with dealership policies, procedures, and industry regulations, maintaining high standards of safety, quality, and customer service.
- Oversee scheduling and allocation of service appointments, ensuring efficient use of resources and timely completion of customer requests.
- Handle customer inquiries, complaints, and escalations in a professional and timely manner, striving to resolve issues and exceed customer expectations.
- Conduct regular performance reviews, training sessions, and coaching sessions to support the professional development and growth of service department personnel.
- Train, mentor, and develop service department staff.
- Create goals and objectives for the department, which include an annual operating budget, and a marketing plan to promote new business.
- Maintain a high Customer Service Index (CSI) rating by handling customer complaints immediately and appropriately.
Requirements
- A minimum of 5 years of experience as a Service Manager is required.
- Strong focus on providing excellent customer service.
- A high school diploma is required.
- Automotive Service Management / Dealership : 5 years
- Clean and valid Driver's License
Working Environment & Physical Demands
Duties are performed throughout the dealer premises, both indoors and outdoors. Work includes frequent movement around the company facilities and the outdoor car lot to move vehicles.
While performing the duties of this job, the employee is regularly required to talk or hear and is frequently required to stand, walk and sit.
The position requires regular and predictable attendance. Scheduled shifts will include evening hours, weekends, and holidays.
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