• Increased revenue by 1.2 million dollars each year• Achieved Customer Care Awards• Passed JD Powers assessment with a perfect score of 100• Managed a team of 70 employees (Service Lane Manager, Rental Manager, Advisors, Porters, Techs, Warranty Admins, Appointment Coordinators, Cashiers, Shuttle Driver)• Consistently achieved highest customer satisfaction scores in the nation• Hire, train, motivate, and monitor the performance of the Service Advisors and Technicians.• Create goals and objectives for the department, which includes monthly reports, an annual operating budget and a marketing plan to promote new and repeat business.• Work with Service Department employees and other Departments to improve profitability and efficiency.• Create and maintain a positive relationship with customers, ensuring that the department staff is helpful, as well as making customer satisfaction a priority to ensure referral and repeat business.• Maintain the highest Customer Service Index (CSI) rating from customers by handling customer’s concerns immediately and according to dealership policy.• Provide training on administrative policies and procedures for all department personnel. Encouraging technicians to keep their skill up-to-date through periodic technical training on new systems and components by all manufacturers.• Keep up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives.• Understand, keep abreast of, and comply with federal, state, and local regulations that effect service operation, such as hazardous waste disposal, OSHA, etc.• Able to work extended hours, evenings and weekends to achiever goals.

• Preparing an annual operating budget, goals and objectives for each department and monitoring the department's’ performance. • Directing the hiring and training of managers for the service, parts and body departments. • Working with department managers to improve profitability and efficiency. • Creating and maintaining a positive relationship with customers, ensuring that department staff is helpful, as well as making customer satisfaction a priority to ensure referral and repeat business. • Working directly with customers and warranty clerks to administer warranty claims, as well as understanding and applying warranty guidelines. • Creating dealership service and pricing policies for approval by the general manager. • Ensuring that service repairs are performed efficiently and correctly by conducting spot checks on jobs. • Strives for 100% customer satisfaction by building relationships with customers • Interfaces with department managers to improve operations, performance and profitability • Understands and ensures compliance with manufacturer warranty and policy procedures • Develops and implements a marketing plan which promotes new and repeat business • Sets, monitors and drives the achievement of performance targets of Advisors, Technicians and department • Support, train, motivate, counsel, and monitor the performance of all service & parts department staff. • Attract, develop and retain talent for the store. • Develop processes for departments to ensure consistent follow ups to create and maintain positive relationships with customers to drive customer loyalty and CSI. • Ensure that service repairs are performed efficiently and correctly by conducting spot checks on jobs. • Manage the service/customer areas to be retail ready with proper displays, point of purchase information, comfort and cleanliness. • Strive for 100% employment satisfaction by maintaining a positive culture within the departments

• Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers.• Creating goals and objectives for the department, which includes an annual operating budget and a marketing plan to promote new and repeat business.• Spend quality time building relationships with the customers• Providing training on administrative policies and procedures for all department personnel.• Encouraging technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers.• Keeping up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives.• Maintaining the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to dealership policy.

• Continually demonstrate your strong ability to sell service work and satisfy the customer, while coaching and guiding your team to do the same.• Create a positive culture for the team and focus on employee and customer retention• Conduct daily morning meetings with your team to motivate, communicate and discuss objectives.• Mentor each junior advisor to determine strengths and weaknesses and assist in teaching, training and growth.• Work closely with the Service and Parts Managers to ensure guest satisfaction and manage the service lane selling process.• Serve as the liaison between the customer and technician; ensuring the customer's needs are understood by the technician and the needed and recommended service/repairs are understood by the customer

• Promptly meet and greet service customers in a friendly and courteous manner.• Listen to customer’s reasons for bringing in their vehicle to the service department.• Offer logical diagnostic services or repairs to satisfy customers concerns.• Provide accurate estimates for all the services or repairs recommended.• Handle minor customer complaints and/or misunderstandings with courtesy, tact and in a manner that does not further aggravate problems.• Personally turn over to the service manager or other designated management representative, customers with complaints that cannot be satisfied at the ASM level.• Answer incoming telephone calls promptly, courteously and make every effort to satisfy the caller’s inquiry.• Checks on progress of repair throughout the day.• Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail and gets proper authorization before any additional repairs are performed.• Present a service menu of recommended maintenance services to every service customer.• Make a genuine effort to sell the maintenance services due on every service customer vehicle according to the services.• Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guide.• Give every customer an accurate estimate at the same time the repair order is initially written.• Obtain properly documented telephone approval for all add-on sales when customers are not at the dealership.• Meet or exceed sales objectives set by management.• Carefully inspect every finished repair order for proper completion, pricing, accuracy and legibility.• Perform other specific administrative functions as directed by service management.• Report any situation or condition to management that jeopardizes the safety, welfare or integrity of the dealership, its employees or customers.