Automotive Service Lead: Customer Experience & Ops

Check Vachon GMC; Mansfield, Northern (MA, KY); Hybrid; USD 80,000 - 100,000; Full time

Job summary

The Service Advisor will support the Service and Parts Managers to ensure smooth operation of the Service Department in Mansfield, MA. This role oversees daily service activities, coordinates with technicians, and maintains high levels of customer satisfaction through clear communication and timely updates.

Responsibilities include greeting customers, assessing service needs, preparing detailed service orders, scheduling appointments, following up post-service, and promoting maintenance plans.

Qualifications

• High school diploma or equivalent; automotive education preferred.
• At least 1 year in automotive, hospitality or service industry.
• Understanding of automotive repair processes and dealership environments.
• Strong leadership and multitasking abilities.
• Excellent communication and customer service.

Responsibilities

• Assist in supervising and coordinating the daily activities of the service department.
• Greet customers promptly and courteously, assess 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

Team management

Customer service

Service operations

Communication

Software proficiency

Education

High school diploma

Associate degree or certification (preferred)

Tools

Reynolds & Reynolds

Job description

The Service Advisor will support the Service and Parts Managers to ensure smooth operation of the Service Department in Mansfield, MA. This role oversees daily service activities, coordinates with technicians, and maintains high levels of customer satisfaction through clear communication and timely updates.

Responsibilities include greeting customers, assessing service needs, preparing detailed service orders, scheduling appointments, following up post-service, and promoting maintenance plans.