Justin Embrey
Williamsport,MD
Summary
Highly motivated automotive service professional with 15 years of dealership service experience. Excellent communication skills with proven history of effectively influencing customers and employees . Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
20
20
years of professional experience
Work History
Assistant Service Manager
AutoNation Toyota Leesburg
Leesburg, VA
11.2017 - 02.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed estimates by costing materials, supplies and labor.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Automotive Service Advisor
Younger Toyota
Hagerstown, MD
11.2015 - 09.2017
- Maintaining rental vehicles in ready condition (service shop, car wash, etc.)
- Prepare all rental and return documents accurately and completely
- Qualify each customer using our company rental requirements
- Review rental parameters with all customers to ensure complete understanding of our rates and service charges
- Review all charges/condition at time of vehicle return
- Prepare Rental Agreement Folder with all required information
- Assist customers by effectively resolving all customer service issues
- Provide reports to management regarding key performance indicators of rental department
- Review receivables and ensure all procedures are being followed for proper collection with office manager
- Assist fleet inventory plan to be reviewed with General manager monthly
- Greet service customers and clearly write repair orders and obtain authorized signature, establish promise time
- Answer phones, schedule appointments, make recommendations by time/mileage or service history
- Answer technical questions
- Keep csi at or above dealership standards
- Obtain authorizations from extended warranty
- Notify every guest upon completion of mpi, make valuable recommendations and explain cost
- Dispatch repair orders to proper technicians
- Complete certification training as required
Operational Assistant Store Manager
Sheetz, Inc
06.2008 - 07.2015
- Profitably lead the day-to-day operations of assigned store; to assist the store manager as requested
- Develop and maintain fully staffed stores with fully trained management and sales associates
- Delegate tasks and follow-up as necessary
- Observe/ coach/ document employee job performance, up to 40 employees
- Interview and hire the best applicants, complete all paperwork
- Connect with community to establish positive relationships
- TIPS MD certification
- ServeSafe Certification
- Review financial statement quarterly and set goals
- Complete fair and consistent schedules/monitor payroll and labor hours
- Store of the year 2013, #1 store in company for customer service, quality and assurance, and speed of service 2015, number 3 in company for cash over/short 2015
Reconditioning Manager
Fitzgerald Auto Mall
Frederick, MD
10.2010 - 09.2012
- Coordinate third party vendors for specialty repairs
- Complete manufacturer certification paperwork as required
- Resolve customer concerns on recently purchased used vehicles
- Create used vehicle retail folders and window stickers with proper warranty information.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Oversaw team of service professionals focused on vehicle reconditioning.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
Service Advisor
Brewer's Saab
Maugansville, MD
04.2007 - 05.2008
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Sought ways to improve processes and services provided.
Support staff
Hagerstown Honda
03.2005 - 04.2007
- Provide quality carwash to all service customer vehicles
- Complete full automotive detail packages per service writers
- Assist quick lube during peak times by changing oil/filter, topping off fluids, complete inspection and report additional service/repairs to advisors
- Assist technicians as needed
- Shuttle customers to/from destinations.
- Opened office by unlocking doors, turning on lights and setting up facility for business.
- Completed simple maintenance tasks for facility upkeep.
Package Handler/ clerk
UPS
Hagerstown, MD
02.2004 - 06.2005
- Used hand-held scanners and physical logs to accurately track item movements.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Prevented load shifting or damage by using bracing and strapping techniques.
- Inspected equipment and used troubleshooting approaches to keep machines operational.
- Complied with safety, health and environmental regulations as prescribed by law.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
Education
High school diploma -
South Hagerstown High School
2005
Skills
- Strategic Planning
- Auto Service Management
- Automotive Repair
- Mechanical knowledge
- Store Management Experience
- Recruiting
- Upselling
- Culture development
- Operational improvements
- Documentation and reporting
- Service planning
- Proficient in Cdk
Timeline
Assistant Service Manager
AutoNation Toyota Leesburg
11.2017 - 02.2022
Automotive Service Advisor
Younger Toyota
11.2015 - 09.2017
Reconditioning Manager
Fitzgerald Auto Mall
10.2010 - 09.2012
Operational Assistant Store Manager
Sheetz, Inc
06.2008 - 07.2015
Service Advisor
Brewer's Saab
04.2007 - 05.2008
Support staff
Hagerstown Honda
03.2005 - 04.2007
Package Handler/ clerk
UPS
02.2004 - 06.2005
High school diploma -
South Hagerstown High School
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