Assistant Reception Manager

Long Description

Job Summary

The Assistant Manager – Reception supports in overseeing daily front desk operations, ensuring high levels of customer satisfaction and efficient process execution. This role acts as a bridge between frontline Service Advisors and upper management, playing a key role in operational excellence, staff performance, and adherence to customer service standards.

Job Responsibilities

•Assist in implementing customer service strategies across the business.

•Supervise daily front office operations and ensure effective workload distribution among Service Advisors.

•Monitor customer estimation processing, repair confirmations, and repair order completions to ensure timely delivery.

•Address and resolve customer inquiries, complaints, and follow-ups, escalating critical cases as necessary.

•Support and ensure Service Advisors' adherence to company SOPs and customer service guidelines.

•Monitor team productivity and provide performance input to the Reception Manager.

•Coordinate with HR in identifying training needs and conducting on-the-job coaching.

•Facilitate smooth communication between service teams and customers for vehicle handovers, estimation clarifications, and service updates.

•Act as a liaison between the front desk and workshop teams to streamline operations and minimize customer wait times.

•Monitor and contribute to customer satisfaction initiatives including internal surveys and external GM TNS ratings.

•Support initiatives for upselling add-on products like tires and service additives.

•Assist in managing daily reports on estimations, sales retention, and lost opportunities.

•Participate in root cause analysis (RCA) of low satisfaction cases and help develop corrective actions.

•Ensure operational continuity.

Candidate Requirements

Education

Bachelor’s degree in Business Administration or a related field.

Years of Experience

6–8 years of experience in a similar role within the automotive service industry, with at least 2 years in a supervisory capacity.

Skills & Competencies

•Strong understanding of automotive customer service operations.

•Proficient in using CRM systems and service management platforms.

•Effective team leadership and coaching skills.

•Strong communication and interpersonal abilities.

•Analytical thinking and attention to detail.

•Ability to work under pressure and manage multiple priorities.

•Basic knowledge of financial metrics and sales tracking.

Education