The position reports to the Operations Manager.

The position's primary function is to manage the Service Department effectively, professionally and profitably.

Roles and responsibilities:

1. Workload- Bookings:

- Manage customer bookings to ensure sufficient work is available for Technicians.

- Should a job not be ready at the promised time, provide an explanation to the customer and revise pick-up times.

- Manage booking of loan cars. Ensure they are clean, fuelled and well-maintained.

- Book customers in for repairs and servicing in a prompt manner.

- Organise and prioritise the workflow of all repairs and servicing

2. Invoicing

- Ensure scheduled service costs are regularly updated to reflect market conditions.

- Regularly carry out price comparisons between us, franchised dealers and independents.

- Manage costing of invoices, ensuring accuracy, adequate explanations, and timely processing, and ensure costs are as quoted. This should include verbal communication to the customer and an accurate description detailed in the invoice.

- Constant liaison with the Parts Department to ensure parts required are ordered and costed promptly.

- Ensure payment methods are advised at the time of booking to avoid confusion at pick-up. Services & repairs must be paid before the vehicle can be released.

- No vehicle is to be released without full payment.

- For larger jobs, particularly for current customers, request a deposit not less than 50% of the total cost or, at a minimum, the total costs of any parts that need to be specially ordered.

- Respond accurately and on time to administrative paperwork, duties and deadlines. This includes time records, invoices, payments, cash and vendor services.

- Accurately charge labour to invoices and constantly checking (account 147) to ensure reliable cost control, financial reporting, and resource allocation.

- Accurately charge oil types and quantities to all jobs and ensure lubricants are in stock for the relevant jobs.

3.



Delegating and directing service tasks:

- Assigning specific jobs to service team members based on their skills and expertise.

- Provide clear instructions, guidelines, and timeframes for completing jobs effectively and efficiently.

- Monitoring the progress of each job, ensuring they are completed within designated timelines.

- Ensure jobs are on schedule and pre-emptively notify customers if the job will take longer than scheduled.

- Adjust job assignments as necessary to optimise the team's productivity and meet timelines.

4. Managing service team members:

- Overseeing the performance and development of each team member, including conducting regular performance evaluations and providing feedback.

- Motivating and encouraging team members to achieve their goals and meet service targets.

- Being up to date on job progress. This is especially important when customers call to find out about the job's progress. It is best to have this information up to date rather than calling them back to inform them.

- Demonstrate good language skills, such as addressing groups and teams.

- Identifying training and development needs within the team and organising relevant training programs or resources.

- Resolving conflicts or issues among team members and promoting a positive and team-oriented work environment.

- Periodically review workforce needs and recruit tradespeople and apprentices as and when required.

- Disciplines team members fairly consistent with the companies' policies and procedures when required. This is a last resort, as leading with encouragement and direction is better.

5.



Handling customer complaints or concerns:

- Respond promptly and professionally to customer complaints or concerns, aiming to resolve them satisfactorily.

- Acting as a point of escalation for complex or unresolved customer issues, liaising with relevant departments or individuals to find solutions.

- Demonstrating empathy and active listening skills when addressing customer concerns to maintain positive customer relationships.

- Provide feedback to Technicians regarding any repetitive issues that arise, causing customer dissatisfaction.

6. Leading a cohesive team:

- Constantly provide feedback to promote a sense of team spirit to have a stress-free work environment.

- Frequently assess team members' assets and skill sets. Assist in improving them and nurture their abilities.

- Be aware of any developing conflicts between staff and take steps towards a fast resolution.

- Schedule regular meetings, both formal and informal. Provide the occasional BBQ lunch as a reward for things like good months or for working above and beyond expectations.

- Reward individuals with small gifts as and when you think it is deserved. Movie tickets, gift vouchers, and concert tickets are examples.

7. Build relationships:

- A large part of our competitive advantage is the relationships we nurture with customers and suppliers. Providing a "not requested" discount for a repair builds positive relationships. Always ensure that a discount is clearly marked on the invoice for maximum effect.

- Building relationships with regular customers is important to establish trust and confidence.

8. Be entrepreneurial:

- Constantly look for ways to enhance productivity and efficiency.

- Participate in relevant education to stay current within the automotive industry.

- Be on the lookout for additional or complimentary services we might offer.

Pay: $95,000.00 – $130,000.00 per year

Benefits:

- Employee discount

Work Location: In person

📌 Customer Service Manager (Mount Gravatt)
🏢 Three Point Classic
📍 Mount Gravatt