Service Drive Manager - Mercedes-Benz of Austin

The Service Drive Manager at Mercedes-Benz of Austin is pivotal in ensuring seamless operations and exceptional customer service within the service department. This individual will oversee the service drive managing interactions with customers, service advisors, valets, loaner team to facilitate efficient vehicle repair processes. They will be responsible for greeting customers, collecting necessary vehicle information, drive schedule management, making sure video walkarounds are being performed and ensuring customer satisfaction with completed repairs. The Service Drive Manager will also assist the Service Manager, Service Director or Transportation Manager as needed. This individual must be self-motivated, with a can-do, and high energy attitude.

Key Responsibilities (include but are not limited to):

Customer & Team Interaction:

• Greet customers promptly on the drive with a friendly and professional demeanor

• Obtain customer and vehicle data during peak traffic times

• Perform video walkarounds inside and outside the vehicle

• Address customer complaints and deliver effective solutions

• Facilitate appointments/walk-ins to service advisors

• Maintain efficient flow of service drive, car wash and parking garage. Keep cars from stacking up on the drive.

Team Management:

• Management of service drive and the valet/key shack,ensuring equitable distribution of tasks and efficient workflow. 

• Train, assist, coach, and supervise valet staff, key shack staff, greeters, and service support staff to enhance their performance and ensure consistency in service quality

• Ensure that the store has proper staffing levels to meet customer demand during peak times through proper scheduling of team. Assign tasks during non-peak times to keep the team busy and productive. Optimize the schedule and share the schedule and time off calendar with management. 

• Keep drive orderly and clear. Move vehicles up to allow customers to pull onto drive without being in front of the shop door. No gaps between vehicles.

Supply Management:

• Maintain all necessary supplies for the service drive and advisor staff ensuring availability and organization

• Order any needed supplies normally used on drive or that would increase efficiency and customer experience.

Qualifications:

• Experience working in a service department in a customer service role

• Professional appearance and demeanor at all times

• Punctuality and reliability in reporting to work

• Comfortable with prolonged standing and being on foot throughout the day

• Willingness to work some evenings and weekends as needed (50 hours/week)

• Adaptive to change and capable of thriving in a fast-paced environment

• Driven in customer satisfaction, with a focus on exceeding expectations

• Strong leadership skills to effectively manage and motivate a team

• Patience and effective communication skills in person, in writing, and over the telephone

Required License or Certification:

• Must possess a valid driver's license with a clean driving record.

Compensation:

• Competitive Salary and Benefits Package

• Estimated Pay Range: $55k - $70k

Hours:

• 50 hours/week

• Full availability Monday through Saturday required.

• Monday-Friday hours ranging from 6:30am - 6:30pm.
• Saturday hours ranging from 7:30am - 6:30pm.

CAG is proud to be an equal opportunity employer. We are committed to building a diverse, equal, and inclusive workplace and our recruiting process reflects this commitment. 

As a forward-thinking, adaptive, and supportive company, we seek others who care about providing a transformational environment where everyone has a voice and opportunities to succeed. We encourage all interested candidates to submit an application.

Core Values:

Transformational Not Transactional - Be Transformational

1. We do what we say we're going to do

2. We encourage and support each other

3. We're committed to continuous growth

Benefits

The Continental Automotive Group is an equal opportunity employer and a drug free workplace.

All Continental Automotive Group Full-Time Employees Receive:

• Employer Paid Dental Insurance

• Employer Paid Life Insurance

• Employer Paid Medical Insurance

• Employer Paid Health Savings Account Contribution

• Employer Paid Wellness Clinic

• Employer Paid Flu Vaccinations Every Fall

• Employer Percentage Matching for 401k

• Employer Paid Parental Leave

• 5 Paid Bereavement Leave Days/Year for immediate family members (after 60 days)

• 14 Paid Time Off Vacation Days/Year (60 days - 3 years)

• 19 Paid Time Off Vacation Days/Year (3 - 7 years)

• 24 Paid Time Off Vacation Days/Year (7+ years)

• Annual Christmas Bonus Based on Tenure

• Annual Christmas Party

• Annual Employee Appreciation Dinner

• Employee Vehicle Purchase Program

• Employee Discounts on Collision Repair, Parts, and Service

• Bi-Weekly Pay Periods, Paid on Fridays 

• Holidays: Thanksgiving, Christmas & New Years

• Employer Paid Lunches Every Saturday

• Employer Paid Lunches/Dinners - Special Occasions (Blood Drives, Birthdays, Awards, etc.)

• Access to In-House Insurance Agency

• Access to In-House Marketing Agency

• Voluntary Life Term and Whole Insurance

• Voluntary AFLAC Supplemental Coverages, Voluntary Vision plan, Pet Insurance, and Legal Shield

• $200 Donation to Charity of Your Choice with Approval

We strive to take excellent care of our employees, so that they will strive to take excellent care of our clients!

CAG is committed to compliance with the American Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 220-0988.