JOB OVERVIEW:

As a Genesis Experience Manager-Ownership, you’ll be responsible for managing customer interactions, assessing vehicle concerns, preparing repair orders, and coordinating services within the dealership. You’ll work closely with technicians and the service team to deliver timely and high-quality service, while keeping customers informed every step of the way.

• Welcome every customer in a prompt, courteous, and professional manner. Manage wait times and ensure customers feel acknowledged.
• Communicate with customers to understand and accurately document vehicle concerns — strong listening skills are essential.
• Confirm repair authorizations, including cost estimates and expected timelines.
• Collect customer and vehicle data; inquire about applicable promotions or coupons.
• Assist with diagnosis by inspecting vehicles and test-driving with customers if needed.
• Perform thorough vehicle walk-arounds, including for tow-in vehicles, and advise on any visible bodywork needs.
• Schedule service appointments through the dealership’s booking system.
• Educate customers on maintenance schedules and the benefits of following manufacturer-recommended service plans.
• Keep accurate records of repair orders, status updates, and carryovers.
• Address and resolve minor customer concerns. Escalate serious issues to the Service Manager.
• Recommend additional services when needed and clearly explain benefits, costs, and time requirements. Use proper documentation for declined services.
• Provide timely updates to customers regarding changes in repair status or cost.
• Manage incoming service calls and respond to voicemails promptly.
• Ensure key performance indicators (KPIs) and Net Promoter Scores (NPS) are achieved with each customer interaction.
• Review completed work with customers upon vehicle delivery, explain charges, and answer any questions.
• Interpret and explain warranty coverage and policies to customers.
• Stay informed about vehicle technical specifications, service bulletins, and performance updates.
• Refer potential sales leads to the new and pre-owned vehicle sales departments.
• Notify customers of special-order parts and schedule installation appointments.
• Support the Service Manager as needed and contribute to overall department efficiency.
• Follow all company policies, procedures, and safety standards.