Lithia Motors, Inc.

Express Lube Manager

3 weeks ago
ID
2017-34196
# of Openings
1
US-NY-Utica
Store Name
Carbone Utica Ford
Category
Management

Overview

Don's Ford Superstore of Utica

 

Express Lube Manager / Quick Lane Manager

  


Express Lube Manager – Automotive Technician Manager - Quick Lane Manager


 

Don's Ford Superstore of Utica embodies a unique blend of talent, leadership, and professionalism in a culture that embraces our Core Values of Earn Customers for Life, Take Personal Ownership, Improve Constantly, and Have Fun.  Start your career with one of the largest and most successful retail automotive teams in the nation.

Job Description

Responsibilities:

The Express Lube Manager manages the express lube related staff ensuring exceptional customer service and the attainment of Carbone’s performance targets. This individual is responsible for the hiring, training and development of all express service personnel. The Express Lube Manager reports to the Service Manager.

 

  • Express Lube Staff Recruiting, Training and Development
  • Staff department in order to optimize customer opportunities and productivity.
  • Train Express Lube Advisors daily using role-play, evaluation checklists and quizzes to ensure they are well versed in the service process.
  • Ensure technical staff is properly trained and have the breadth of experience necessary to cover customer needs.
  • Develop staff by setting and communicating performance/production expectations, monitoring performance, identifying development needs, coaching and mentoring.
  • Customer Engagement
  • Resolve customer requests, questions and concerns in a professional, friendly, and prompt manner.
  • Improve customer satisfaction by greeting owners in the drive and performing proper deliveries.
  • Answer incoming telephone calls in a friendly and professional manner in accordance with Incoming Telephone Calls standards (ITC).
  • Lube Adviser Duties
  • Follow the Initial Customer Contact (ICC) process:
  • Greet customers in a friendly and professional manner.
  • Identify, confirm and offer resolution to customer concerns.
  • Communicate with customer what needs to be done, how much it will cost and when service will be complete.
  • Assess customer needs by conducting a vehicle walk around.
  • Attain agreement from customer for service needs.
  • Write accurate repair orders using ADP system.
  • Provide estimates that are accurate and support upfront pricing guarantee.
  • Obtain approval to review findings of multi-point inspection and associated prices.
  • Ensure that all manufacturer policies and procedures are followed.
  • Manage the administration, tracking and follow-up required to stay current on warranty, receivables and service contracts.
  • Read, understand and take action on MIS to generate maximum revenue and control expenses.
  • Inspect and maintain the cleanliness, organization and appearance of all Express Lube areas in accordance with state and federal OSHA laws to ensure a professional, safe environment for customers and employees

 Qualifications:

  • Automotive dealership service experience is a plus
  • Any automotive certifications is a plus
  • A team leader who is focused on providing exemplary customer service
  • Ability to multi-task in a fast paced work environment
  • Working knowledge of computers and point-of-sales programs
  • Strong communication and customer engagement skills
  • Strong attention to detail and sense of urgency.
  • Excellent communication skills both written and oral
  • Active Listening – give full attention to the words and body language of others, take time to understand the points being made and ask questions as appropriate
  • Critical Thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Time Management – ability to prioritize workload and manage one’s own time 
  • Mathematics – using mathematics to solve problems.
  • Accounting - knowledge of basic accounting principles
  • High School diploma or equivalent
  • Possess an acceptable driving record and a valid driver’s license in your state of residence

Why Carbone?

We offer a comprehensive compensation and benefits package and all the tools you will need to be successful. Our offerings include:

  • Medical, Dental and Vision Plans
  • Paid Holidays & PTO
  • Short and Long Term Disability
  • Paid Life Insurance
  • 401(k) Retirement Plan
  • Employee Stock Purchase Plan
  • Lithia Learning Center
  • Vehicle Purchase Discounts
  • Wellness Programs

 

Carbone Auto Group is an equal opportunity employer and a drug free work place.  A criminal history background check and pre-employment drug screen will be conducted on the final candidate prior to beginning employment

  


Express Lube Manager – Automotive Technician Manager – Lube Manager


 


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