Assistant Service Manager - Lexus of Portland

Holman•Portland, OR

8h•Onsite

About The Position

Lexus of Portland is looking for an Assistant Service Manager to join their team! In this role the ASM will be responsible for increasing overall service satisfaction, service department profitability, coordinating efficient and timely processes for Service Advisors and office staff, and promoting overall employee satisfaction.

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 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