Customer Service Manager
Resume:
Richard (Clay) Caruthers
*************@*****.***
Objective To obtain a Service Operations Manager position while offering exceptional skills in managing and coordinating the activities of auto service personnel to ensure delivery of outstanding customer service
Core Qualifications
Excellent customer service skills
Able to manage, motivate, and develop a team
Experience with Reynolds & Reynolds and CDK
Proven track record to exceed service and profitability goals
Achieved record high shop hours and gross profit month after month
Proficient at managing in a fast-paced work environment
Professional Level Certified Service Manager with Jaguar Land Rover
Master Level Certified Service Manager for Mercedes-Benz
Master Level Certified Service Manager for Volvo
Pinnacle award recipient for multiple years
Top selling tire dealer year after year
Work Experience
2023 - Current Group 1 Auto Group Shreveport, La
Fixed Operations Director
Lead and manage all service and parts operations at Mercedes-Benz Shreveport with a servant-leadership, hands-on mindset
Effectively manage the WIP reporting
Responsible for the hiring, performance management, and development planning in the service and parts department
Encourage employees to perform at their best and work towards company goals
Promote teamwork within the service department and other areas of the dealership
Collaborate with cross functional teams to improve operations
Conduct service department meetings to discuss efficiency and department tracking metrics
Preserve excellent working relationships with clients to promote customer retention
Resolve issues tactfully, promptly, and with concern for the client
Ensure employees follow safety policies and processes
Continuously strive to improve the service department and develop employees
2021 - 2023 Qvale Auto Group Lakeland, FL
Service Director
Lead and manage all service operations at Audi Lakeland with a servant-leadership, hands-on mindset
Effectively manage the WIP reporting
Responsible for the hiring, performance management, and development planning in the service department
Encourage employees to perform at their best and work towards company goals
Promote teamwork within the service department and other areas of the dealership
Collaborate with cross functional teams to improve operations
Conduct service department meetings to discuss efficiency and department tracking metrics
Preserve excellent working relationships with clients to promote customer retention
Resolve issues tactfully, promptly, and with concern for the client
Ensure employees follow safety policies and processes
Continuously strive to improve the service department and develop employees
Work Experience 2020 - 2021 Fields Auto Group Jacksonville, FL
Service Director
Lead and manage all service operations at Jaguar Land Rover with a servant-leadership, hands-on mindset
Effectively manage the WIP reporting
Responsible for the hiring, performance management, and development planning in the service department
Encourage employees to perform at their best and work towards company goals
Promote teamwork within the service department and other areas of the dealership
Collaborate with cross functional teams to improve operations
Conduct service department meetings to discuss efficiency and department tracking metrics
Preserve excellent working relationships with clients to promote customer retention
Resolve issues tactfully, promptly, and with concern for the client
Ensure employees follow safety policies and processes
Continuously strive to improve the service department and develop employees
2017 - 2020 Holmes European Motors Shreveport, LA
Service Director
Director of the service department for multiple brands, including Jaguar Land Rover, Mercedes-Benz, Volvo, and Sprinter
Coordinate the work of the service personnel, comprising of 1 service manager, 8 service advisors, 1 dispatcher, 2 shop foremen, 22 technicians, 8 valets, 3 detailers, and 6 BDC agents
Responsible for the hiring and discipline decisions in the service department
Motivate, counsel, and monitor employees to perform at their best and work towards company goals
Clearly define employee responsibilities and track performance
Manage employee schedules and pay plans
Oversee gross profit and related departmental expenses
Forecast objectives and inspire team to achieve key goals and performance expectations
Organize daily meetings to get the staff prepared for the day
Resolve issues quickly with concern for the client
Ensure high profit margins for the department by improving service qualities, controlling expenses, and ensuring customer satisfaction
Analyze the business to determine shortfalls and action plans to improve performance
Ensure quality control for all work being completed
Reward, recognize, and hold the department accountable
2015 - 2017 Jaguar Land Rover Dallas Dallas, TX
Service Manager
Leader of the service department, including 22 technicians, 5 service advisors, 5 valets, 8 detailers, and 2 cashiers
Oversee the body shop department, including 3 estimators, 10 body technicians, and 2 painters
Hire, train, develop, and motivate the service staff
Clearly define employee responsibilities and track performance
Manage employee schedules and pay plans
Process weekly payroll for service department and body shop
Forecast goals and objectives for the department
Work closely with parts manager and shop foreman to ensure efficient operations for timely repair process
Attend manager meetings and conduct service department meetings
Develop and monitor budgets for the service department
Handle customer complaints immediately
Maintain above market CSI
Improved technician productivity by 35%
2007 - 2015 Jaguar Land Rover Dallas Dallas, TX
Service Advisor
Set, confirm, and prepare appointments to expedite the customer service experience
Greet customers and assist them with any inquiries they may have
Perform vehicle walk around and document customer concerns to enable the technician to properly diagnose and service the vehicle
Communicate with technicians and parts associates
Follow-up with customers regarding repair needs and status of vehicles
Upsell recommended / additional services
Inspect repair quality and ensure all work is complete
Review / explain repairs along with associated costs
Keep service manager informed of all problems and potential problems
Remain involved with the delivery of vehicle to customer upon completion
Maintain customer satisfaction while building relationships
Maintain exceptional product knowledge in order to answer characteristic and operational questions regarding the customer’s vehicle
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