Global Customer Service Manager Jobs in Reston, VA

Job Overview:

The Pohanka Automotive Group is a reputable automotive dealership group committed to delivering exceptional service and customer satisfaction. We take pride in our team of skilled professionals who work together to provide outstanding automotive service experience. As our business continues to grow, we are seeking a highly motivated and customer-oriented individual to join our team as a Service Manager.

As the Service Manager, you will play a pivotal role in supporting the daily operations of our automotive service department. You will work closely with the Service Director and collaborate with the service team to ensure efficient and high-quality service delivery. Your primary responsibility will be to provide exceptional leadership, outstanding customer service, assist in managing workflow, and maintain a smooth service process.

Responsibilities:

• Ensure customers have a positive dealership experience.
• Ensure exceptional customer service throughout the service process, managing department expectations and satisfaction.
• Collaborate with the service team to resolve any customer complaints or issues promptly and effectively.
• Organize and coordinate the daily workflow of the service department.
• Assist in managing and resolving scheduling conflicts or other operational challenges.
• Develop and oversee the overall service process, ensuring compliance with company policies and standards.
• Manage and hire technicians and service advisors.
• Collaborate with technicians, advisors, and other service staff to maintain a smooth and efficient service workflow.
• Maintain accurate records of service orders, invoices, and customer information in the database.
• Conduct regular audits to ensure service quality, adherence to procedures, and timely completion of tasks.
• Foster a positive and collaborative team environment, promoting effective communication and teamwork.
• Adhere to all safety protocols and ensure a clean and organized work environment.
• Adhere to all manufacturer guidelines as it pertains to warranty procedures and repairs.

Qualifications and Requirements:

• High school diploma or equivalent; relevant certification or associate degree is a plus.
• Previous experience in an automotive service manager or director’s role.
• Strong customer service skills with the ability to handle customer inquiries and complaints professionally.
• Excellent organizational and time management skills with the ability to prioritize tasks effectively.
• Solid understanding of automotive service processes, including service scheduling and workflow management.
• Proficient computer skills with experience in using service management software and databases.
• Strong communication and interpersonal skills to effectively collaborate with team members and customers.
• Ability to thrive in a fast-paced and dynamic work environment.
• Attention to detail and commitment to maintaining high service quality standards.

Why Work Here:

• Competitive compensation
• Schedule flexibility
• A culture that values collaboration and innovation
• A Supportive and inclusive work environment
• Employee Recognition Programs
• Opportunities for Advancement
• Team Environment
• Company Sponsored Events
• Team Bonding Events
• Performance Bonus
• Professional Development
• Military Friendly Employer

Benefits and Perks: We strive to offer amenities, events, and community outreach opportunities that support the local communities we serve as well as the growth of our teams. Some of the benefits you can expect when you join include:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Company Paid life insurance, short-term and long-term disability.
• FSA (Flexible Spending Account)
• Paid Time Off
• 401K with Match

About the Dealership

The Pohanka Family of Dealerships is firmly entrenched in the Washington DC Metro. Starting as a single service repair facility back in 1919, our group has grown to a family of 21 dealerships throughout Northern Virginia, Maryland, and Washington DC. and Texas. Established in 1919, the Pohanka Automotive Group was founded based on a set of firm beliefs – making it easy for the customer and the team member, delivering excellent customer service and establishing long-term relationships. Throughout the decades, Our Pohanka Community Outreach partners with over 1,200 local organizations, contributing more than 2 million dollars annually. Are you ready to join our Team?

The Pohanka Automotive Group has won many awards including the Time Magazine National Quality Dealer Award, the Sports Illustrated AIADA All-Star Dealer Award for outstanding customer service, and commitment to the industry, the community and the nation, and the Distinguished Service Citation from the Automotive Hall of Fame. Pohanka is the only dealership group to have received all three of these awards. We're interested in helping your career and adding to your resume because we know that better employees lead to happier customers! Add to your experience, develop your skill set and realize your potential with our team.