Customer Service Leader

Job Summary:

The Customer Service Leader is responsible for leading the front-end customer experience at our Automotive Service Centre. This role acts as the primary point of contact for customers, ensures smooth service operations, and leads a team of service advisors and front-desk staff. This role is also a link between the technician and the customer. Superior customer service and communication skills are essential to success in this position and in enhancing the customer experience. The ideal candidate has strong leadership skills, automotive knowledge, and a passion for delivering exceptional customer service. Though run through Canadian Tire Hillside, this position is centred at the Gordon Head Location. 

Key Responsibilities:

Customer Service & Experience

• Greet and assist customers in a professional and friendly manner.
• Ensure every customer receives timely updates and clear communication regarding their vehicle service, both in person and over the phone.
• Handle customer inquiries, complaints, and feedback with empathy and efficiency.
• Monitor and improve customer satisfaction through service excellence and follow-ups.

Team Leadership

• Lead, coach, and motivate a team of service advisors through customer service excellence.
• Monitor team performance and provide training, feedback, and performance evaluations.
• Coordinate daily schedules and ensure adequate front-desk coverage.

Service Operations

• Collaborate with technicians and service managers to ensure accurate service estimates and timelines.
• Review repair orders for accuracy and completeness.
• Estimate cost and time for service and repairs needs. Ensure final invoice is accurate and vehicle is delivered on time.
• Operate computerized work order systems.
• Engage in learning activities and coaching to improve your own abilities.
• Shares potential opportunities or suggestions to help the Automotive Service Centre be more profitable and to increase sales.
• Ensure work is completed on schedule and up to quality standards.
• Oversee appointment scheduling, intake process, and customer flow through the service centre.
• Comply with company, store and department policies and health & safety program and regulations.
• Complete other tasks, as required.

Administrative Duties

• Manage front-end documentation including service records, invoices, and customer accounts.
• Support inventory and parts tracking by communicating customer needs with the parts department.
• Maintain compliance with company policies, safety regulations, and industry standards.

Qualifications:

• High school diploma or equivalent (post-secondary education in business or automotive management is considered an asset).
• 3+ years of customer service experience in an automotive, retail, or service environment.
• 1+ years of supervisory or team leadership experience preferred.
• Strong knowledge of automotive services, repairs, and terminology is an asset.
• Excellent communication, problem-solving, and organizational skills.
• Proficient in POS systems, service software, and Microsoft Office.
• Ability to work flexible hours, including weekends if required.

Key Competencies:

• Customer-Centric Mindset
• Leadership and Team Motivation
• Time Management and Multitasking
• Conflict Resolution
• Attention to Detail
• Adaptability in Fast-Paced Environments

Potential Career Opportunities

Physical Demands and Working Conditions

We thank all applicants for their interest; however only those candidates selected for an interview will be contacted.