Auto Dealership Service Reception Manager - Luxury & Sports Cars

Duties and Responsibilities:

1. Team Management:

• Lead, supervise, and mentor a team of service advisors and receptionists.
• Assign tasks and responsibilities to service advisors and support staff, ensuring efficient operation of the service reception area.
• Provide training and guidance to staff, focusing on customer service skills, product knowledge, and dealership policies.
• Conduct regular performance evaluations and provide feedback to team members to enhance their performance.

• Greet customers warmly, assess their service needs, and schedule appointments for vehicle repairs and maintenance.
• Provide accurate and detailed information to customers about the services offered, service timelines, and cost estimates.
• Address customer inquiries, complaints, and concerns in a professional and timely manner, ensuring customer satisfaction.
• Communicate effectively with customers, keeping them informed about the status of their vehicle repairs and services.

• Manage the scheduling of service appointments, optimizing the service advisor's workload and ensuring timely completion of repairs.
• Coordinate with service technicians to allocate appointments based on availability and workload.
• Monitor appointment schedules and make adjustments as necessary to accommodate urgent repairs and customer requests.

• Maintain accurate records of customer interactions, appointments, service requests, and follow-ups.
• Handle paperwork related to service appointments, including work orders, invoices, and customer information forms.
• Assist customers with warranty claims, recalls, and other administrative processes related to their vehicles.
• Prepare reports for dealership management, detailing key performance metrics, customer feedback, and service reception area performance.

• Ensure a positive and welcoming atmosphere in the service reception area, focusing on customer comfort and satisfaction.
• Address customer complaints and resolve issues promptly and professionally.
• Implement customer service best practices to enhance the overall customer experience.

• Organize training sessions for service advisors and receptionists to improve their customer service skills, product knowledge, and familiarity with dealership processes.
• Stay updated with new vehicle models, features, and service offerings to effectively communicate this information to customers.

• Ensure compliance with dealership policies, industry regulations, and customer service standards.
• Monitor service advisors' adherence to established processes and guidelines, addressing any deviations promptly.
• Conduct periodic quality assessments of customer interactions and service reception processes to maintain high service standards.