Customer Service Manager Jobs in Rochester Hills, MI

Mercedes-Benz of Rochester is seeking a highly skilled and experienced Service Manager to lead and elevate our service department in Rochester, MI. This pivotal role requires a dedicated professional with a passion for luxury automotive service who can deliver exceptional customer experiences while driving operational excellence. The ideal candidate will possess strong leadership capabilities, a comprehensive understanding of the automotive service industry, and the ability to foster a motivated, customer-focused team. As the Service Manager, you will be responsible for overseeing all aspects of the service department's daily operations, ensuring the highest standards of quality and efficiency are met, and implementing strategies to continuously improve service delivery and customer satisfaction.

Responsibilities

• Oversee and manage the day-to-day operations of the service department, ensuring all workflows run smoothly and efficiently.
• Lead, mentor, and inspire a team of service advisors and technicians by setting clear performance expectations and providing ongoing coaching and development opportunities.
• Implement customer service initiatives to enhance customer satisfaction, loyalty, and retention within a luxury brand environment.
• Plan, monitor, and control the department's budget and expenditures, ensuring profitability while maintaining top-tier service standards.
• Collaborate closely with parts, sales, and other dealership departments to streamline communication and optimize overall operational workflow.
• Maintain strict compliance with Mercedes-Benz corporate standards, policies, and procedures to uphold brand reputation and operational consistency.
• Regularly analyze service department metrics, such as productivity, efficiency, and customer feedback, and develop data-driven strategies for continuous improvement.
• Manage service scheduling and workflow to minimize customer wait times and maximize resource utilization.
• Address and resolve escalated customer concerns with professionalism and a solutions-oriented approach.

Requirements

• Proven track record of successfully managing a service department, preferably within luxury automotive brands such as Mercedes-Benz, BMW, Audi, or Lexus.
• Exceptional leadership skills with the ability to motivate and manage a diverse team in a fast-paced, customer-focused environment.
• Strong communication and organizational abilities to handle multiple tasks and priorities simultaneously.
• Deep knowledge and understanding of automotive service industry standards, practices, and technologies.
• Demonstrated commitment to delivering outstanding customer service and fostering a culture of continuous improvement.
• Valid driver’s license with a clean driving record.
• Proficient with service department management software and familiarity with Mercedes-Benz service protocols is a plus.
• Ability to analyze financial statements, budgets, and service metrics to make informed business decisions.
• Reynolds & Reynolds DMS experience is a plus.

Benefits

• Competitive compensation package tailored to industry standards (specific details to be discussed during the hiring process).
• Comprehensive health benefits including medical, dental, and vision insurance to support your well-being.
• 401(k) retirement plan with an attractive company match to help you plan for your future.
• Robust professional development programs and opportunities for career advancement within the Mercedes-Benz network.
• Exclusive employee discounts on vehicles, parts, and service offerings, enhancing your luxury brand experience.
• A supportive work environment that values integrity, quality, and teamwork.

About the Company

Mercedes-Benz of Rochester is a premier luxury automotive dealership located in Rochester, MI, renowned for its commitment to excellence and customer satisfaction. Our team prides itself on delivering superior service experience and maintaining a knowledgeable, dedicated staff that upholds the highest standards of quality and integrity. As part of the Mercedes-Benz family, we offer exceptional career opportunities in a dynamic and rewarding environment. Join us and contribute to a culture that celebrates passion for luxury automobiles, continuous growth, and outstanding customer relationships.