Job Description

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.

• 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.

Qualifications

• 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.
• CDK and X-Time experience a plus.

Additional Information

Benefits for full time employees include but are not limited to: Medical, Dental, Vision, Life and AD&D, Disability, EAP, 401(k), PTO, Paid Vacation, Paid Holidays, Employee Discounts

_ Cooper Auto Group is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status._