Service Manager

CarMax•Norcross, GA

10d

About The Position

At CarMax, all new managers complete a structured training program to ensure they are fully prepared to succeed in their new role. The Service Manager in Training is a temporary role designed to give a newly hired external manager the tools they need to assume the role of Service Manager. All Service Managers in Training must successfully complete the training program before taking on the role of Service Production Manager. At CarMax, we are the nation’s largest retailer of used cars with stores from coast to coast, and we are still growing. We’re rethinking the way people buy cars – and our associates help us do just that. We believe work should feel meaningful and rewarding, with opportunities to make an impact every day. Whether you’re advancing your career or growing your skillset, we are here to drive you forward. The Service Manager in Training will be part of a dynamic team focused on delivering exceptional customer service and ensuring the smooth operation of the service department. This role plays a crucial part in mentoring and developing Service Associates to maintain high standards of service and customer satisfaction.

Requirements

Ability to read, interpret, and transcribe data to maintain accurate records.
Completion of CarMax provided training in all areas of the production process.
Ability to multi-task in a high energy, fast-paced work environment.
Must possess a valid driver's license that meets the CarMax Driver Safety Points Evaluation System criteria, as explained in the CarMax Driver Safety Policy.
Effective communication skills in dealing with customers and associates across departments.
1 year of experience as a Manager or Automotive Technician preferred.
Basic computer skills.
May require walking or standing for an extended period of time
Combination of both indoor and outdoor environment, including working at times in noisy and/or inclement weather conditions.
Rotating schedule with shifts that will include nights, weekends, and holidays.
Occasional travel for meetings, training, and special assignments.
Adherence to all CarMax Policies, including but not limited to, Asset Protection, EH&S, and Standards of Professional Appearance.

Responsibilities

Ensures that all positions are properly staffed at all times
Continually observes and mentors all Service Associates to reinforce consistent execution of standard work and customer service skills to ensure “Exceptional Customer Service” at all times
Manages all customer (both internal and external) concerns in a quick, efficient, and friendly manner.
Tracks VOC scores and customer feedback survey trends on a weekly basis. Creates a culture of development within the team so that all Service Associates will strive to improve their customer service skills.
Reviews and manages all service-related CRTS concerns and uses these comments to help conduct go and sees in areas of opportunity on the service drive.
Assists and mentors Service Associates during peak delivery time (i.e., 7:30-9:00am and 4:00pm to 6:30pm), greeting customers and ensuring that all aspects of a proper delivery are completed – explanation of repairs, answer questions, delivery of vehicle and payment/paperwork processing.
Manages team on areas affecting customer service and capacity to include scheduling, proper use/management of service appointment systems, phone answer rate execution, retail tech efficiency, NCP, etc.
Ensures that drive aisle and customer service/waiting areas are kept organized, clean of trash, and vehicles are cleared quickly on the drive aisle at all times through the day.
Participates and ensures compliance of all CarMax Training and Process initiatives.
Performs all Asset Protection and EH&S responsibilities expected in the role.
Ensures positive associate engagement through consistent use of the Associate Care and Communication (AC&C) tools, such as round tables, one-on-ones, and Compass Engagement Meetings.
Manages associate at the individual level by using Managing to the Individual (MTI) and through the consistent use of the performance management tools to include performing consistent feedback, observations, file reviews, IDPS, APRs, and performance management.
Drives team and store performance in maintaining all department metric goals.
Continually develops functional knowledge.