Brian Gerharz

• Provided information about service procedures and expected timelines.
• Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
• Documented payment details and personal information on customer accounts.
• Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
• Managed and handled loaner cars
• Managed the service department from 7pm until 12am Monday - Thursday
• Managed the service department 10am to 6pm on Sundays
• Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
• Streamlined service processes for increased efficiency and improved customer experience.
• Developed strong relationships with clients, leading to increased loyalty and repeat business.
• Wrote service orders and updated schedules.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Delivered prompt service to prioritize customer needs.
• Took care of any escalations and decreased customer dissatisfaction.

• Resolved customer complaints in professional and timely manner.
• Met with customers to discuss service needs and offer available solutions.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Hired, trained and supervised team of service staff members to meet business goals.
• Managed new car deliveries to make yield every quarter
• Assisted with buy backs in coordination with the factory
• Managed shop and mobile service teams

Manage service drive with 4 service consultants. Manage valet and carwash employees. Problem solve and manage customer complaints and concerns. Monitor and maintained outstanding CSI. Assist in 3rd party warranty claims. Monitor and manage loaner car fleet. Assist and manage business development center. Assist clients picking up cars and performing active delivery when service consultant isn't available. Store has seen a minimum increase of 10% every month vs prior year.

• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Monitored product quality and communicated necessary improvements to service department
• Reviewed performance data to monitor and measure productivity, goal progress and activity levels.

Manage service drive with 9 service consultants. Manage valet and carwash employees. Problem solve and manage customer complaints and concerns. Monitor and maintained outstanding CSI. Assist in 3rd party warranty claims. Monitor and manage loaner car fleet. Assist and manage business development center. Assist clients picking up cars and performing active delivery when service consultant isn't available. Was asked by Auto Nation to move to Wesley Chapel Mercedes-Benz to get the business started.

• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Met with customers to discuss service needs and offer available solutions.

Primarily a service consultant and assisted 3 others with me. Was responsible for service department when manager was not there or unavailable. Assisted with tech hours and payroll. Managed customer concerns and complaints.

Wrote service orders and recommended services to clients vehicles.

Wrote service orders and recommended services to clients vehicles.

Wrote service orders and recommended services to clients vehicles.

Wrote service orders and recommended services to clients vehicles.

• Nissan certified specialist technician.  Performed maintenance, brake work, engine rebuilds, transmission replacements, AC diagnostics and repair, ect. 
• Executed diagnostics, troubleshooting and evaluations on OBDI and OBDII Nissan cars, trucks and SUV's.

Performed express oil change service and tire replacement.  Performed recon to used cars.  Also performed PDI work on new cars for delivery