Chrysler Asst. Service Manager at Bertera Chrysler Jeep Dodge Ram - West Springfield West Sprin[...]

Bertera Chrysler Jeep Dodge Ram - West Springfield; West Springfield (MA); On-site; USD 70,000 - 90,000; Full time

Job summary

Itlearn360 is seeking a Customer Asst. Service Manager in West Springfield, MA to lead a customer service team and ensure high-quality support. You will recruit, train, and coach staff, manage scheduling, and enforce policies to achieve service goals.

The role emphasizes budgeting, performance monitoring, and collaboration with operations to enhance customer experience and operational efficiency. Strong communication and problem-solving skills are essential for success.

Qualifications

• Experience in managing customer service operations and teams.
• Ability to recruit, train and coach staff and set expectations.
• Strong budgeting and financial planning skills for service delivery.
• Proven ability to establish and monitor service standards and metrics.

Responsibilities

• Recruit, select, orient, train, assign, schedule, coach, counsel, and discipline staff; set job expectations and review performance.
• Plan and review compensation actions; enforce policies and procedures.
• Contribute customer service insights to strategic plans and create action plans.
• Implement standards for production, productivity, quality, and customer service; resolve problems and drive improvements.
• Forecast requirements, prepare budgets, monitor expenditures, and analyze variances.
• Maintain contact with customers; visit operational environments; conduct surveys and form focus groups.
• Study processes to improve service; establish and monitor metrics; implement changes.
• Provide help desk resources and technical guidance; diagnose issues and communicate advisories.
• Update knowledge through education and professional networks; participate in relevant organizations.

Skills

Customer Service

Process Improvement

Decision Making

Managing Processes

Staffing

Planning

Tracking Budget Expenses

Analyzing Information

Developing Standards

Help Desk Experience

Emphasizing Excellence

Job description

Customer Asst. Service Manager Job Responsibilities:

Maintains customer satisfaction by providing problem-solving resources; managing staff.

Customer Asst. Service Manager Job Duties:

• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed.

Customer Asst. Service Manager Skills and Qualifications:

Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, Help Desk Experience, Emphasizing Excellence