Description

• Oversee the daily operations of the service department
• Implement policies and procedures that enhance customer service experience
• Hire, train, and manage service department staff
• Monitor team performance, provide feedback, and develop improvement plans
• Develop and implement strategic plans to improve service efficiency
• Manage customer complaints and ensure issues are resolved in a timely manner
• Coordinate with other departments to ensure consistency of service
• Analyze service data and generate reports on performance and productivity
• Establish and monitor departmental budgets
• Communicate with customers and build strong relationships to encourage repeat business
• Ensure compliance with health and safety regulations
• Stay updated with latest industry trends and introduce new services as necessary

Requirements

Education: A high school diploma or GED is required, though a bachelor’s degree in business, management, or a related technical field is preferred.

Experience: Generally 2–5+ years of experience in customer service, sales, or technical roles within the specific industry (e.g., automotive, retail) is expected.

Leadership: Proven ability to hire, train, and manage staff to achieve team goals.

Technical Skills: Proficiency in customer relationship management (CRM) software, scheduling tools, and Microsoft Office/email.

Product Knowledge: Deep understanding of the products or services offered by the company.  

Core Competencies and Skills

Communication: Excellent verbal and written skills for handling customer inquiries, feedback, and internal reports.

Customer-Centric: Focus on high-quality service, resolving complaints, and boosting customer satisfaction.

Problem-Solving: Ability to handle escalated complaints and make swift decisions.

Financial Acumen: Experience with budgeting, controlling costs, and analyzing performance metrics.

Organization: Strong time-management skills to balance administrative duties with staff supervision. 

Typical Responsibilities

Staff Management: Hiring, training, and motivating team members.

Operations: Overseeing daily service operations to ensure efficiency.

Compliance: Ensuring adherence to industry regulations and company policies.

Strategic Planning: Analyzing market trends to improve service standards.