Service Experience Lead – Auto Dealership

Key Auto Group; Rochester (NH); On-site; USD 50,000 - 70,000; Full time

Job summary

Key Auto Group in Rochester, NH is seeking a Dealership Service Advisor to oversee service orders, drive lane flow, and ensure a superior customer experience. You will collaborate with technicians, answer vehicle questions, and help manage warranty claims within a busy service department.

The role requires strong organizational skills, excellent communication, and a professional presence. Join a team focused on customer satisfaction and career growth within our dealership network.

Qualifications

• Strong organizational and time-management abilities.
• Proven track record of leading teams in a service environment.
• Excellent communication skills with customers and colleagues.
• Professional appearance and professional demeanor at all times.
• History of meeting or exceeding service and sales goals.
• Consistently high customer satisfaction scores.
• Ability to work independently and as part of a team.
• Must maintain a clean driving record and valid license.
• Experience in dealership service operations is a plus.

Responsibilities

• Oversee service orders and flow of drive lane.
• Ensure customers receive prompt, courteous, and effective service.
• Take ownership of the customer's experience and leave a positive impression.
• Provide concierge support for owner inquiries, in person or by phone.
• Ensure technicians' time is accurately allocated to service needs.
• 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 warranty claims administration and training of the service department.
• Set schedules and assign tasks to service department staff.
• Reinforce company policies and adhere to standards.
• Encourage compliance with applicable laws and regulations.
• Maintain good relationships with factories and foster positive employee relations.
• Collaborate with upper management on hiring and discipline decisions.

Skills

Excellent organizational skills

Demonstrated ability to manage others

Fantastic communication skills

Professional appearance

Consistent service/sales success

Positive customer satisfaction

Team-oriented and self-motivated

Work with little supervision

Clean driving record & valid license

Job description

Key Auto Group in Rochester, NH is seeking a Dealership Service Advisor to oversee service orders, drive lane flow, and ensure a superior customer experience. You will collaborate with technicians, answer vehicle questions, and help manage warranty claims within a busy service department.

The role requires strong organizational skills, excellent communication, and a professional presence. Join a team focused on customer satisfaction and career growth within our dealership network.