Service Concierge & Customer Experience Leader

Key Auto Group; Portsmouth (NH); On-site; USD 70,000 - 90,000; Full time

Job summary

Key Auto Group in Portsmouth, NH is seeking a Service Manager to lead the service department, drive operational efficiency, and ensure top-tier customer experiences. This role oversees technicians, warranties, and daily workflow to deliver prompt, quality vehicle service.

You will coach staff, maintain high customer happiness scores, and collaborate with upper management on hiring and discipline decisions. NH residency preferred.

Qualifications

• Excellent organizational skills.
• Demonstrated ability to manage others.
• Fantastic communication skills with customers.
• Professional, well-groomed personal appearance.
• Consistent record of service and sales success.
• Strong record of positive customer satisfaction results.
• Team-oriented and self-motivated.
• Able to work with little supervision.
• Clean driving record and valid driver’s license.

Responsibilities

• Oversee service orders and flow of drive lane.
• Ensure that customers receive prompt, courteous, and effective service.
• Take ownership of the customer's experience by carrying out those additional assignments that allow the dealership to leave a positive impression on the customer.
• Provide concierge support for all owner inquiries, whether phone or in person, to assure the customer does not get mishandled.
• Ensure the daily inventory of technicians' time is consistently sold to service 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 necessary.
• Oversee administration of warranty claims as well as training and supervising of the service department.
• Set schedules and assigns tasks to service department employees.
• Reinforces company policies and adheres to company standards.
• Encourages compliance with applicable laws and regulations.
• Maintain a good working relationship with factory(s) and foster positive employee relations.
• Collaborate with upper management to make service department hiring and discipline decisions.

Skills

Organizational skills

People management

Customer communication

Teamwork

Self-motivation

Attention to detail

Clean driving record

Job description

Key Auto Group in Portsmouth, NH is seeking a Service Manager to lead the service department, drive operational efficiency, and ensure top-tier customer experiences. This role oversees technicians, warranties, and daily workflow to deliver prompt, quality vehicle service.

You will coach staff, maintain high customer happiness scores, and collaborate with upper management on hiring and discipline decisions. NH residency preferred.