Service Manager

Downtown Toyota of Oakland • Oakland, CA

21d

About The Position

Downtown Auto Center is hiring a Service Manager to oversee the smooth operation of its service department and support a heightened level of customer satisfaction. The role involves leading the department, developing service strategies, monitoring performance, resolving escalated issues, and building strong customer relationships. The manager will also hire, train, and mentor service staff while fostering a customer-centric, high-performance culture. The company describes its culture as progressive, with ongoing training and advancement opportunities, and a practice of promoting from within.

Requirements

• At least 5 years of experience in service management or a related role.
• Knowledge of service management principles, processes, and best practices.
• Demonstrated success in customer service, handling complaints, budget management, and effective marketing tactics.
• Proficiency with customer relationship management tools and software for tracking and monitoring service performance.
• Excellent communication and interpersonal skills, including the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
• Detail-oriented, with a high level of accuracy in data analysis and reporting.
• Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
• Commitment to outstanding customer service and passion for exceeding customer expectations.

Responsibilities

• Lead and manage the service department to ensure efficient service delivery and customer satisfaction.
• Build and maintain customer relationships, understand customer needs, and provide personalized service solutions.
• Develop and implement service strategies to enhance the customer experience and meet service objectives.
• Monitor service metrics and analyze customer feedback to identify improvement areas and implement corrective actions.
• Hire, train, and mentor service staff, fostering a high-performance culture and professional development.
• Serve as an escalation point for complex customer issues and resolve conflicts professionally and effectively.
• Promote a customer-centric culture emphasizing empathy, professionalism, and effective problem-solving.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Paid sick time
• Paid vacation time
• Flexible schedule
• 401(k)
• Direct deposit
• Ongoing training programs
• Advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed