Assistant Service Manager - Lexus of Portland

Holman•Portland, OR

1d•Onsite

About The Position

Holman is a family-owned, global automotive services organization with core values and principles that have guided them for over a century. They aim to deliver the Holman Experience by treating customers and employees with respect, fostering positive relationships. Holman serves various automotive markets including fleet management, vehicle fabrication, component manufacturing, powertrain distribution, insurance, and retail automotive sales. Lexus of Portland is seeking an Assistant Service Manager to enhance overall service satisfaction, improve service department profitability, streamline processes for Service Advisors and office staff, and boost employee satisfaction. Holman is committed to providing rewarding careers and better lives for its employees and their families, focusing on hiring, training, empowering, and rewarding exceptional people. The company strives for continuous improvement in diversity, equity, and inclusion, operating by "The Holman Way" to do what's right for people, customers, and the community. Since 1924, Holman has grown into a global automotive leader with over 10,000 employees across North America, the UK, and Germany, offering a unique range of automotive services.

Requirements

5 plus years automotive service experience
High School degree or equivalent
Strong customer service and communication skills

Responsibilities

Greet customers in the service drive during busy times, directing them to the proper place
Assist with walk arounds
Resolve customer issues and complaints in person and over the phone, referring to Service Manager when necessary
Follow customer hot alerts through various programs
Coordinate shuttle activities – customer pick-ups and deliveries
Monitor write up area during busy pick-up times, assist with active redelivery when necessary and answer questions and concerns
Assist Service Advisors - Fill in for absent service advisors when more than one person is out
Watch carryover jobs for advisors
Approve expenses: rental cars, goodwill adjustments, after warranty adjustments
Assist advisors write up customers if there is a momentary overload
Assist Service Office - Providing backup to bookers, schedulers, and cashiers as needed
Ensure that phone training is used and that phone calls are being handled properly
Ensure that the workload is being scheduled properly
Participate in all service department daily huddles
Ensure that the facility looks good for our customers and employees – direct activities of utility staff
Assist with opening, closing and lockup duties
Coordinate advisor and office training activities
Assist with training for new hires for advisors, office, or porters
Make sure that the proper staffing level is maintained at advisor, office, service drive, and carwash workstations
Monitor employee schedules for breaks, lunches
Coach and counsel employees on job performance, provide feedback, and assist Service Manager with reviews and disciplinary actions
Assist Service Manager with interviews for new employees
Receive information from Warranty Administrator regarding rejected or underpaid claims, research information, and provide appeal information back to Warranty Administrator (involving Service Manager when necessary)
Watch performance indicators for advisors and use information to coach advisors
Review cash tickets daily for upsell and accuracy and assist with payroll as necessary
Assist in monitoring Service Department expenses, signing purchase orders in a timely fashion

Benefits

Health Insurance
Vision Insurance
Dental Insurance
Life and Disability Insurance
Flexible Spending and Health Savings Accounts
Employee Assistance Program
401(k) plan with Company Match
Paid Time Off (PTO)
Paid Holidays, Bereavement, and Jury Duty
Paid Pregnancy/Parental leave
Paid Military Leave
Tuition Reimbursement
paid sick leave benefit (for part-time and temporary employees in geographic areas with statutory paid sick leave)