Service Department Lead — Customer Excellence & Growth

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

Job summary

Key Auto Group is seeking a Service Manager in Salem, NH to lead the service department, improve customer satisfaction, and drive operational performance. The role emphasizes coaching service staff, budgeting, and promoting quality vehicle service experiences for customers in a fast-paced automotive setting.

The ideal candidate will have at least 3 years of service management experience, a strong customer-service orientation, and a collaborative approach to working with internal teams.

Qualifications

• A minimum of 3 years of experience as a service manager.
• Strong focus on providing excellent customer service.
• High school diploma or higher education.
• Driven personality, eager to improve and able to work within and support internal teams.

Responsibilities

• Assist customers in servicing, repairing, and explaining each service needed.
• Understand customer; match requirements and concerns to various service options.
• Explain service being performed and keep customer informed and updated throughout the service of their vehicle.
• Stay up to date on new products, features, accessories and attending product training as required.
• Maintain a service customer follow up system that supports repeat and referral business and contributes to customer happiness.
• Hire and supervise all service department personnel, as well as monitor their performance in servicing customers.
• Craft goals and objectives for the department, which include an annual operating budget, and a marketing plan to promote new business.
• Maintain a high Customer Service Index (CSI) rating by handling customer complaints immediately and appropriately.
• Other duties as assigned

Skills

Customer service

Leadership

Team coordination

Education

High school diploma or higher education

Job description

Key Auto Group is seeking a Service Manager in Salem, NH to lead the service department, improve customer satisfaction, and drive operational performance. The role emphasizes coaching service staff, budgeting, and promoting quality vehicle service experiences for customers in a fast-paced automotive setting.

The ideal candidate will have at least 3 years of service management experience, a strong customer-service orientation, and a collaborative approach to working with internal teams.