Auto Service Concierge & Customer Experience Lead

Key Auto Group; Portsmouth (VA); On-site; USD 65,000 - 95,000; Full time

Job summary

Key Auto Group in Portsmouth, NH seeks an experienced Service Manager to lead the service department and deliver exceptional customer experiences. The role focuses on overseeing service orders, coordinating technicians, and maintaining high customer happiness scores.

Responsibilities include diagnostics support, warranty administration, parts ordering, and staff training. A clean driving record and strong leadership are required for success.

Qualifications

• Attention to organization and scheduling.
• Proven ability to manage teams and operations.
• Excellent customer-facing communication and professionalism.
• Clean driving record and valid driver’s license required.
• Consistent track record of service and sales success.
• Strong customer satisfaction outcomes and relationship building.

Responsibilities

• Oversee service orders and flow of drive lane.
• Ensure customers receive prompt, courteous service.
• Own the customer experience and ensure positive impressions.
• Provide concierge support for owner inquiries, in person or by phone.
• Manage technicians' time and align with service demands.
• Distribute work between technicians efficiently.
• Answer technical questions about vehicle problems, warranties, services, repairs.
• Maintain Customer Happiness scores at or above standards.
• Assist in diagnosing vehicle problems; order parts and tools.
• Oversee warranty claims administration and training of staff.
• Set schedules and assign tasks to service department employees.
• Reinforce company policies and standards; ensure legal compliance.
• Maintain good relationships with factories and colleagues.

Skills

Excellent organization

Demonstrated leadership

Excellent communication

Professional appearance

Strong customer satisfaction

Positive customer outcomes

Team-oriented

Self-motivated

Valid driver's license

Job description

Key Auto Group in Portsmouth, NH seeks an experienced Service Manager to lead the service department and deliver exceptional customer experiences. The role focuses on overseeing service orders, coordinating technicians, and maintaining high customer happiness scores.

Responsibilities include diagnostics support, warranty administration, parts ordering, and staff training. A clean driving record and strong leadership are required for success.