Customer Service Manager Jobs in Merrill, WI (NOW HIRING)

LeadCar Toyota Wausau opened in the Wausau, WI, area in 2007, and quickly became a fixture in the Wausau and Stevens Point communities. Our goal is to provide a truly exceptional customer experience by offering quality products and services with honesty, integrity, and a commitment to customer satisfaction.  We leverage the benefits of being part of a large group but have the flexibility to operate with what best suits our individual market. At LeadCar Toyota Wausau, relationships are what drive our success, and our teams in sales, service, parts, accounting, finance and management embody this culture every day.

We are proud to support local community and charity efforts such as St. Vincent de Paul, Peyton’s Promise, Garding Against Cancer, and many others. LeadCar Toyota Wausau has also earned the Toyota President’s Award from 2009-2017, proving our passion for excellent service and products. Over the past year, we have become the highest volume new vehicle franchise and the best import franchise in the market. If you are ready to take your career to the next level with a strong brand and a great company in a high volume store, then an opportunity at LeadCar Toyota Wausau may be right for you. Apply today! 

Job Summary: 

Ensures 100% customer satisfaction by running an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives and maintenance of all service records. This individual is responsible for the hiring, training and development of all service personnel. Plans, organizes, leads and controls the flow of service work through the service department in a professional, timely manner while ensuring quality repairs at a fair cost to the customer.

Essential Duties and Responsibilities: 

• Demonstrates exemplary integrity, serving as a role model in exuding trust and honesty and maintaining the highest professional standards.
• Maintains a personal demeanor consistent with the Company’s culture, contributing to a positive, supportive work environment for all team members.
• Represents the Company as a personal agent within the Company and at functions outside of the Company. 
• Forecasts goals and objectives for the department and strives to meet them.
• Hires, trains, motivates, counsels and monitors the performance of all service department staff.
• Maintains reporting systems required by President and General Manager and our manufacturer. 
• Manage the administration, tracking and follow-up required to stay current on warranty, receivables and service contracts.
• Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
• Develop staff by setting and communicating performance/production expectations, monitoring performance, identifying and development needs, coaching and mentoring.
• Strives for harmony and teamwork within the department and with all other departments.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc. Inspect and maintain the cleanliness, organization and appearance of all service areas in accordance with state and federal OSHA laws to ensure a professional, safe environment for customers and employees. Understands and ensures compliance with manufacturer warranty and policy procedures. Accounts for all documents ensuring none are missing and all are processed correctly.
• Directs and schedules the activities of all department employees.
• Monitors technicians' daily productivity reports and corresponding payroll records. Monitors and follows- up on parts orders with the Parts Manager to ensure availability.
• Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
• Informs repair technicians of time allowances on each repair order.
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Keeps abreast of new equipment and tools available and recommends purchases. Ensures that the work areas and customer waiting area are kept clean.
• Ensures that customers' service files are up-to-date and readily available for reference.
• Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
• Prepares pricing guides and maintenance menus for frequent labor operations. Handles customer complaints immediately and according to the Company’s guidelines.
• Schedules shop work to facilitate maximum productivity in accordance with the Company policy and the technician skill level required.
• Prioritizes and controls all comebacks to ensure proper and prompt attention.
• Ensures proper repair order documentation, i.e., complaint, cause, and correction noted on every repair order with punch time for each operation.
• Reviews job status frequently, logging status and reporting any change in time or cost estimates to the appropriate service advisor and/or customer.
• Maintains timely and professional contact with service customers. Prepares estimates when required.
• Develops and implements a marketing plan which promotes new and repeat business.
• Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serves as liaison with factory representatives.
• Ensures the proper care, storage, and inventory of special tools.
• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
• Coordinates parts requirements with the parts department.
• Assists with safety, housekeeping and OSHA Right-to-Know policies and procedures throughout the service department.
• Ensures all service personnel meet and maintain minimum factory training requirements as set forth by our manufacturer.
• Trains Service Advisors on the Company’s Road to the Sale process. Holds monthly individual meetings with service staff.
• Attends Manager meetings and other meetings as requested by the President and General Manager. Promotes and champions our safety-first culture through training, education, coaching, and leading by example.
• Promptly addressing any actions, behavior, or other factors that compromise the safety of our employees, vendors, or customers.
• Promptly addresses any open issues assigned to your department on KPA, and seeks information and guidance from KPA on open issues when needed.
• Regularly follows up with each employee to ensure completion of required safety and other trainings, and monitors progress to ensure past-due required trainings are completed by each employee timely.
• Act as the program compliance officer for the following Company policies and Environmental, Health, and Safety programs:
  • Emergency Response
  • Bloodborne Pathogens Exposure & Control
  • Hazardous Communication & Personal Protective Equipment
  • Portable Fire Extinguisher
  • Respiratory Protection
  • Fire Prevention Plan
• Performs all other duties and projects as assigned.

Qualifications: 

• Minimum five years of experience in an auto repair facility required.
• Minimum two years of management experience required.
• Previous industry knowledge of overall operations and management required.
• Proven track record of exceeding customer expectations and financial projections.
• Must have exceptional leadership, team building and communication skills.
• Must be organized and have a strong work ethic.
• Strong computer aptitude, specifically with Company management systems and Microsoft Excel.
• Must have knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards of service and evaluation of customer satisfaction.
• Must have the ability to establish productive, cooperative relationships with the public, vendors and all employees of the Company.
• Travel to other Company locations along with our manufacture’s training and other relevant training courses required.
• Must maintain a valid driver’s license for occasional travel requirements and have the ability to operate manual transmission vehicles.
• A professional appearance and manner consistent with the Company’s culture must be maintained.

We are an equal opportunity employer. All persons shall have the opportunity to be considered for employment without regard to actual or perceived race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, age, ancestry, ethnicity, disability, pregnancy, citizenship, marital status, familial status, military or veteran status, genetic information, predisposing genetic characteristic, status as a victim of domestic violence, stalking and sex offenses, or any other status protected by applicable federal, state or local law.

We will endeavor to make a reasonable accommodation/modification for the known physical or mental limitations of a qualified applicant with a disability to assist in the hiring process, unless the accommodation would impose an undue hardship on the operation of our business, in accordance with applicable federal, state and local law. If you believe you require such assistance to complete this form or to participate in the interview process, please contact Human Resources by calling 608-824-1300 or by emailing hr@leadcar.com.