Service Drive Manager - Joe Cooper CDJR Shawnee

Cooper Auto Group•Shawnee, OK

13d

About The Position

2024 USA Today Top Workplace Joe Cooper CDJR of Shawnee is seeking applications for a Service Drive Manager at its state-of-the-art service facility in Shawnee, OK. The Service Drive Manager plays a critical role in supporting the Service Manager and will oversee daily service drive operations; lead service advisors; enhance customer satisfaction; and drive profitability. This position is integral in bridging customer experience, service advisor performance, and operational efficiency.

Requirements

Proven leadership in a service advisor role with ability to lead and motivate a service advisor team.
Strong customer service and conflict resolution skills.
Solid understanding of dealership service metrics and processes.

Nice To Haves

CDK and X-Time experience a plus.

Responsibilities

Oversee and optimize service drive operations to ensure maximum efficiency in workflow.
Provide leadership, development, and coaching to service advisors with the objective of maximizing performance metrics and customer satisfaction index (CSI).
Implement and maintain strategies to improve customer satisfaction, retention rates, and service sales.
Enforce consistent execution of service processes and adhere strictly to OEM standards.
Address customer concerns and escalations with the utmost professionalism and urgency.
Meticulously track and analyze key performance indicators (KPIs) including repair order (RO) count, effective labor rate (ELR), hours per RO, and individual advisor performance.
Foster collaboration with the Service Manager, Parts Department, and Technician Teams to maximize operational efficiency and productivity.