CX Supervisor, Service- Las Vegas, NV

Velocity Vehicle Group•Las Vegas, NV

5d•Onsite

About The Position

Velocity Vehicle Group (VVG) is a premium commercial brand in medium to heavy truck dealerships, offering a full-service experience from sales to technicians and parts. VVG aims to be the ultimate one-stop shop for truckers, owner operators, fleets, and companies, further strengthened by its Leasing and Rental business and financial services division. VVG is a dynamic and rapidly expanding organization seeking individuals who thrive on daily challenges and are passionate about delivering top-notch customer service. The company fosters a Great Place to Work™ culture with competitive compensation and a comprehensive benefits package.

Requirements

Excellent verbal and written communication skills.
Ability to work well alone and with teams.
Excellent interpersonal and customer service skills.
Excellent sales and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to function well in a high-paced and at times stressful environment.
Proficient with Microsoft Office Suite or related software.

Responsibilities

Manage the book of business within an assigned territory.
Collaborate with upper management to lead the overall customer experience within the region.
Build strong relationships to grow the book of business.
Identify events in the local market that will maximize VVG's brand exposure.
Maintain relationships and cumulative sales.
Supervise Service Advisors on the team, including time off requests.
Act as a liaison between shop and office updates.
Manage team WIP (Work in Progress).
Dispatch repair orders to the team.
Capture reasons for missing 24-hour TPT (Turnaround Time) in Shopped and create weekly action plans with continuous improvement tools.
Create estimates.
Follow up on Medallia surveys.
Ensure the Express Assessment dashboard accurately reflects current status.
Provide administrative support to foremen.
Ensure customers receive daily updates.
Ensure advisors are answering customer calls.
Work with parts for ETAs (Estimated Time of Arrival) on backorder parts.
Update Service Advisors on repair status changes.
Coach advisors to be customer-driven.
Ensure department GP (Gross Profit) meets or exceeds expectations.
Inspire and develop a striving team that continuously desires to perform above expectations.
Maximize each day of the month to proactively game plan successful performance execution.
Enforce service office staff process and high expectations to deliver consistency and quality.
Utilize team strengths and weaknesses to action plan process improvement.
Effectively manage teamwork in process.
Promote world-class customer experience and consistency from the customer's perspective.
Proactively utilize customer feedback to detect gaps and improve process, communication, and efficiency.
Take charge in making decisions for issues that will result in driving prospective business and prevent escalation for conflict when needed.
Coach service staff to become customer advocates with compassion to customers at a fair value.
Identify Service Advisor strengths and provide positive feedback, continuing to develop these strengths.
Recognize Service Advisor opportunities for improvement and provide constructive feedback and action planning.
Drive Customer Uptime day in and day out.
Foster continuous improvement projects to maintain innovation at all times.
Actively engage all to have a customer-focused approach.
Ensure the front service driver is attended to in a timely manner.
Proactively utilize data and tools available internally and through DTNA (Daimler Truck North America) to improve overall efficiency.
Provide estimates for advisors to present to customers at a fair value.
Strategically allocate repair orders to the shop to maximize customer uptime.