Auto Service Concierge & Customer Happiness Lead

Key Auto Group; Salem (NH); On-site; USD 50,000 - 70,000; Full time

Job summary

Key Auto Group is seeking a Dealership Service Advisor for Salem Ford in Salem, NH. You will oversee service orders and the flow of the drive lane, ensuring prompt, courteous, and effective service while maintaining high customer happiness scores.

In this role, you will take ownership of the customer experience, provide concierge support for owner inquiries, and coordinate technician work to maximize service efficiency and satisfaction.

Qualifications

• Ability to organize and manage multiple tasks.
• Proven ability to lead and manage a team.
• Strong communication with customers to ensure satisfaction.
• Professional appearance appropriate for a client-facing role.
• Track record of achieving service and sales goals.
• History of high customer satisfaction scores.
• Collaborative, team-focused mentality.
• Able to work with minimal supervision.
• Must have a clean driving record and valid license.

Responsibilities

• Oversee service orders and flow of drive lane.
• Ensure customers receive prompt, courteous, and effective service.
• Take ownership of the customer experience and drive positive impressions.
• Provide concierge support for owner inquiries, in person or by phone.
• Ensure technicians' time is effectively allocated and sold to customers.
• Distribute work between technicians efficiently.
• Answer technical questions about vehicle problems, warranties, services, and repairs.
• Maintain Customer Happiness scores at or above company standards.
• Assist in diagnosing vehicle problems; order parts and tools as needed.
• Oversee warranty claims administration and supervise service department staff.
• Set schedules and assign tasks to service department employees.
• Reinforce company policies and adhere to standards.
• Encourage compliance with laws and regulations.
• Maintain good relationships with factories and employee relations.

Skills

Excellent organizational skills

Demonstrated ability to manage others

Fantastic communication skills

Professional personal appearance

Consistent service/sales results

Positive customer satisfaction track

Team-oriented

Independent work capability

Clean driving record & license

Job description

Key Auto Group is seeking a Dealership Service Advisor for Salem Ford in Salem, NH. You will oversee service orders and the flow of the drive lane, ensuring prompt, courteous, and effective service while maintaining high customer happiness scores.

In this role, you will take ownership of the customer experience, provide concierge support for owner inquiries, and coordinate technician work to maximize service efficiency and satisfaction.