Company Overview
The Ron Marhofer Auto Family has been proudly serving Northeast Ohio since 1919. As a family-owned group of dealerships, we are committed to delivering world-class experiences to our customers while upholding our six core values:
- World Class Experience
- Commitment to Excellence
- Teamwork
- Trust & Respect for the Individual
- Continuous Improvement
If you’re looking for a place to build your career, receive valuable training, and work in a fun, team-oriented environment, we want you on our team!
Position Summary
The Service & CRM Manager plays a key role in driving customer retention and service growth by managing our online leads, CRM database, and digital service strategy. This role is responsible for ensuring exceptional customer interactions, optimizing appointment generation, and leading the internet/lead management team to achieve service-related performance targets.
Key Responsibilities
Customer Relationship & Lead Management
- Maintain and update CRM records to ensure accuracy and data quality.
- Respond to internet inquiries promptly, courteously, and professionally.
- Generate and track service appointments, meeting or exceeding daily targets.
- Follow up with all prospective service customers to maximize conversion opportunities.
Service Growth & Performance
- Understand and achieve monthly goals for new service customers, returning customers, and special service promotions.
- Assist in training service staff on lead management, phone skills, and follow-up best practices.
- Implement processes to increase appointment show rates and service conversion.
Leadership & Team Development
- Lead the internet and lead management branch for a service team of 8 to 10 members.
- Oversee performance metrics and, in partnership with Service Managers, conduct monthly coaching sessions with service advisors.
- Participate in hiring decisions, resume reviews, and candidate interviews for service personnel.
- Provide staffing recommendations based on lead volume and service traffic patterns.
- Partner with store leadership on performance management, including progressive discipline when necessary.
Operational Excellence
- Collaborate with management to align service efforts with overall dealership objectives.
- Attend service, customer care, and management meetings as required.
- Maintain a professional appearance and uphold the highest ethical standards.
Qualifications
- Proven experience in automotive service, internet lead management, and related customer service leadership role.
- Strong understanding of DMS & CRM systems, appointment conversion processes, and customer retention strategies.
- Excellent communication, coaching, and organizational skills.
- Ability to analyze performance metrics and develop action plans for improvement.
- High level of professionalism, integrity, and customer service focus.
Benefits
- Competitive salary and performance-based bonuses.
- Health, dental, and vision insurance.
- 401(k) with company match.
- Paid time off and holiday pay.
- Career growth opportunities in a performance-driven environment.
