Service Experience Leader

California Automotive Retailing Group, Inc; San Jose (CA); On-site; USD 65,000 - 91,000; Full time

Benefits offered by this job

Medical & Dental Insurance

Vision Discount Program

401K Plan + Match

Paid time off and vacation

Life insurance w/AD&D Feature

Growth opportunities

Paid Training

Employee vehicle purchase plans

Family owned and operated

Long term job security

Employee Assistance Program

Worldwide Travel Assistance

Commuter Benefit

Health Reimbursement Account

Discounts on products and services

Above average industry pay

Corporate 24-Hour Fitness Rates

Job summary

California Automotive Retail Group seeks a service-focused leader to oversee the Drive Lane workflow and customer experience. You will coordinate technicians, answer vehicle questions, and ensure warranty claims and parts orders are handled efficiently.

Demonstrated ability to manage teams, communicate clearly with customers, and maintain high customer satisfaction is essential. This role is based in our California location with opportunities for growth and training.

Qualifications

• Organized, friendly personality with a customer-first approach.
• Proven ability to manage others and coordinate workflows.
• Strong time management and multitasking skills.
• Excellent communication with customers and colleagues.
• Professional, well-groomed appearance and demeanor.
• Consistent service and sales performance with customers.

Responsibilities

• Oversee service orders and flow of Drive Lane, ensuring prompt, courteous service.
• Take ownership of the customer experience and leave a positive impression.
• Provide concierge support for owner inquiries, in person or by phone.
• Ensure daily technician time is 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 needed.
• Oversee warranty claims administration and training of service staff.
• Set schedules and assign tasks to service department employees.
• Reinforce company policies and ensure compliance with laws and standards.
• Maintain good relationships with factory(s) and foster employee relations.
• Collaborate with upper management on hiring and discipline decisions.

Skills

Organization

People management

Time management

Customer communication

Professional appearance

Service/sales track record

Job description

California Automotive Retail Group seeks a service-focused leader to oversee the Drive Lane workflow and customer experience. You will coordinate technicians, answer vehicle questions, and ensure warranty claims and parts orders are handled efficiently.

Demonstrated ability to manage teams, communicate clearly with customers, and maintain high customer satisfaction is essential. This role is based in our California location with opportunities for growth and training.