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Automotive Center Manager / Service Writer

Company confidential Stamford, CT
  • Expired: over a month ago. Applications are no longer accepted.

Overview

We are looking for a motivated, performance-driven store manager / service advisor to join a large national automotive repair shop. Must be a self-starter, have excellent people skills, phone skills and computer skills. Must be customer service-oriented. Automotive background / experience not necessary but is preferred.

Responsibilities / Duties

Customer Service

  • Put the customer first. Go above and beyond to WOW the customer

  • Maintain "YES COMPANY" atmosphere. Find ways to say yes to customers and ensure they leave satisfied

  • Follow company procedures for welcoming customers & checking them in for service, gathering information, explaining the inspection process, and collecting signed work orders before any work is done

  • Follow company procedures for educating customers on inspection results for their vehicles, communicating the benefits and value of any needed work, answering any questions, and performing any needed repairs

  • Follow company procedures for checking out customers – reviewing any work done, seeking feedback, scheduling follow-ups, etc.

  • Proactively communicate with customers throughout their visits to the center. Keep them informed, manage issues as they arise

  • Verify that inspections are being performed consistently and accurately on all vehicles. Spot-check & maintain training on inspection procedures as needed

  • Follow up on any outstanding customer issues or complaints; ensure that they are resolved satisfactorily

  • Manage daily customer callback process to ensure calls are being made & appointments are being set

Scheduling

  • Create weekly schedules to keep center staffed appropriately for projected sales volume

  • Adjust schedule as needed to cover absences, meet demand, or improve center profitability

  • Proactively note and plan for holidays, local events, and other things that might impact center sales

Sales

  • Meet weekly and monthly sales goals

  • Proactively generate appointments to increase sales

  • Assist in planning and executing appointments as needed to drive sales and meet center goals

Phone

  • Follow company phone procedures at all times, including daily roleplay to maintain skills

  • Listen to recorded calls on a regular basis; identify areas for improvement

Point-of-Sale

  • Maintain detailed knowledge of point-of-sale system. Be able to build a repair ticket quickly and efficiently

  • Order parts from approved vendors in a timely manner; track arrival and verify with technician immediately to ensure parts are correct

  • Verify full documentation on every ticket – inspection sheet, estimates, work orders, final invoice, battery test form, etc.

  • Accurately enter pricing and cost of goods into point-of-sale system on every ticket

Hiring

  • Keep center fully staffed by hiring technicians and other center staff members as needed

  • Screen candidates thoroughly and ensure that all team members meet center standards

  • Proactively recruit and maintain a pipeline of potential technicians

  • Maintain accurate and complete personnel records at all times

Back Office / Financials

  • Maintain accurate daily records of all customer transactions & daily center business

  • Track cores, returns, warranty claims on a daily basis to ensure accuracy

  • Manage gross margins

Center Upkeep

  • Proactively work to maintain clean, comfortable and professional store image at all times

  • Assist as needed in any regular store maintenance

  • Handle cores, returns, inventory deliveries and other center upkeep tasks as requested

  • Perform closing duties as needed (close day in point-of-sale system, bank deposits, cash audits, etc.)

Teamwork / Culture

  • Be a team player. Help other people meet their goals

  • If you see something that needs to be done, do it without being asked

  • Train & teach new team members as needed

  • Contribute to a positive, productive team environment

  • Maintain a positive, productive culture among all center team members

  • Encourage teamwork, positivity, and accountability among all team members

Qualifications / Skills

  • 5+ years of experience as sales / customer service leader. Ability to think creatively when dealing with customers

  • Experience working with point-of-sale software or complex Windows software

  • Excellent people and phone skills

  • Proactive self-starter

  • Ability to multi-task

  • Interest in automotive industry

Company confidential

Why Work Here?

Locally Owned Nationwide Automotive Repair Facility

An established automobile service company in need of an experienced and self-motivated individual to help grow the company to its next level. We are looking to build our team with the Best of the Best.

Address

Stamford, CT
Stamford, CT
USA