Online Service Reservations Manager

Title: Online Service Reservations Manager

Location: Allen Park, MI

Job Type: Full-time with Benefits

Who We Are:

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction. Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

To ensure the Reservations / Service Appointment System is supported correctly and efficiently in all assigned dealers. This includes Triage, dealer support questions, field Ops Questions, Call routing, escalation of concerns, onboarding & training of key service personnel.

Lead, develop, and coach the PHQ GXP Online Service Reservations Agents while taking ownership of ensuring the Reservations / Service Appointment System is supported correctly and efficiently. This includes utilizing and managing: a tickets system, understanding the current reservations model, onboarding & training of agents, and sustainment measures to ensure any agents are trained on new features and items associated with GXP. In addition, this job includes scheduling management to ensure agreed-upon hours of support for dealers has coverage.

Day to Day Responsibilities

• Support identification and escalation any technology and system functionality issues and areas of improvement for efficient delivery
• Support GXP during Market Meetings to educate on GXP benefits
• Complete all dealer reports and administrative tasks in a timely manner
• Keep the Ford Field team up to date on all email communications
• Work with all levels of the team professionally, effectively to support GXP
• Manage PHQ Team, hours, ER, Timesheets, Vacations
• Create advocates of the GXP through continuous support, relationship building and helping dealers maximize product and process optimization
• Guide, support, advise and educate Dealership Personnel and Ford field representatives on the processes, procedures, and benefits of GXP
• Sustain GXP in dealerships and provide virtual support
• Take responsibility for Service Appointments and GXP within a Dealership by providing training, and phone support, to Dealership Personnel and the Market Field Team
• Develop and maintain exceptional working relationships and teamwork with Market Field Team, Ford Motor Company, Dealership Personnel
• Communication/ reporting on performance
• In addition to the duties and responsibilities listed, the candidate is required to perform other duties assigned by the manager from time to time
• Ensure effective communication with Dealership Personnel, the Field, and Ford Motor Company, especially related to feedback on the tool, areas of concern or areas needing resolution
• Report to Program Manager daily, weekly, and monthly as needed
• Support all Ford Guest Experience Initiatives and special projects as needed

What you bring

• Previous Coaching experience working with the Service department, Service Management, Service Advisors, and BDC preferred
• A patient and empathetic attitude
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Awareness of current best practices within the automotive industry, customer experience, and web and app-based customer Service Lane Technologies
• Comfortable working in fast-paced environments
• In-depth knowledge of a company’s products and/or services
• Computer literacy
• Adaptability and flexibility
• Moderate to expert level of experience in dealership service appointment scheduling software (DMS is acceptable) as well as understanding dealers’ service capacity situation to make suggestions, integrate and modify the system settings
• Strong communication, both written and verbal
• Exceptional interpersonal and rapport-building skills
• Ability to speak multiple languages preferred
• Confidence when interacting with all levels of Dealership Management and Staff in both the product as well as yourself
• Strong time management and organizational skills
• Great active listening skills
• Dealership Service Department experience with an understanding of shop capacity, various servicing options for customers, and service appointment-making/shop loading process
• Requires persuasive coaching skills, adaptability, and ability to generate excitement about GuestXP
• Expertise in the customer service area they focus on, such as accounts, DMS technical support and Online reservations
• Phone skills, including familiarity with complex or multi-line phone systems
• Proficient in all service department concepts, processes, tools, and great customer experiences

• Customer service skills, especially related to creating meaningful relationships within a Dealership
• Effective communication and written skills: Verbally, Virtually, and In Person

• Ability to deliver a variety of communication and training sessions via phone, email, or virtual
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Ability to develop and maintain good client relationships
• Ability to thrive on a team environment

MSXi is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, or disability.

Please note, MSXi did not provide any salary data for this position. If there is a salary range included in the posting the data was estimated by the job posting site and does not reflect our company's actual salary ranges. Actual starting salaries are determined based on job requirements and level of experience.

If you are interested in this position apply here

https://careers.msxi.com/job-invite/22599/

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