Automotive Service Lead – Customer Experience & Ops

Vachon GMC Mansfield Inc.; Mansfield (MA); On-site; USD 80,000 - 100,000; Full time

Job summary

The Service Advisor at Vachon GMC Mansfield Inc. will support the Service and Parts Managers to ensure the smooth and efficient operation of the Service Department, overseeing daily service activities, managing service staff, and maintaining high levels of customer satisfaction through quality service delivery.

The role coordinates workflow with technicians, explains recommended services and costs to customers, schedules appointments, prepares service orders, tracks vehicle history, and

Qualifications

• High school diploma or equivalent; automotive-related education preferred.
• At least 1 year experience in automotive, hospitality or service industry.
• Strong knowledge of automotive repair processes and dealership operations.
• Proven ability to manage teams and coordinate multiple tasks in a fast-paced setting.
• Excellent communication and customer service skills.
• Proficiency with computer systems and service management software, preferably Reynolds and Reynolds.

Responsibilities

• Assist in supervising and coordinating the daily activities of the service department.
• Greet customers promptly and courteously, assessing their vehicle service needs and concerns.
• Provide clear and accurate explanations of recommended services, repair options, and associated costs.
• Schedule service appointments and coordinate with technicians to ensure efficient workflow and timely completion.
• Prepare detailed service orders and maintain accurate records of customer interactions and vehicle history.
• Follow up with customers post-service to confirm satisfaction and address any additional questions or concerns.
• Manage parts ordering and inventory communication to support repair work as needed.
• Handle customer complaints professionally, working to resolve issues and maintain positive relationships.
• Promote additional services and maintenance plans that benefit the customer and the business.
• Contribute to training and development of service staff to enhance skills and performance.
• Help implement service department policies, procedures, and safety standards to maintain compliance and efficiency.

Skills

Leadership

Customer service

Communication

Automotive knowledge

Computer skills

Education

High school diploma or equivalent

Associate degree or automotive/business cert

Tools

Reynolds and Reynolds

Job description

The Service Advisor at Vachon GMC Mansfield Inc. will support the Service and Parts Managers to ensure the smooth and efficient operation of the Service Department, overseeing daily service activities, managing service staff, and maintaining high levels of customer satisfaction through quality service delivery.

The role coordinates workflow with technicians, explains recommended services and costs to customers, schedules appointments, prepares service orders, tracks vehicle history, and