Position Summary: Responsible for customer relations and service sales. The job encompasses the proper satisfaction of customer and vehicle related problems, meeting predetermined service sales objectives and the thorough and accurate performance of designated administrative activities. Maintains CSI scores.
Essential Duties and Responsibilities:
- Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
- Conduct all business with sincerity, honesty and genuine concern for customers.
- Promptly meet and greet service customers in a friendly and courteous manner.
- Listen to customer’s reasons for bringing in their vehicle to the service department.
- Writes up customer's vehicle problems accurately and clearly on repair order. Properly documents any changes.
- Offer logical diagnostic services or repairs to satisfy customers concerns.
- Provide accurate estimates for all the services or repairs recommended.
- Test drives the vehicle with customer as needed to confirm the problem or refers to test technician.
- Handle minor customer complaints and/or misunderstandings with courtesy, tact and in a manner that does not further aggravate problems.
- Personally turn over to the service manager or other designated management representative, customers with complaints that cannot be satisfied at the ASM level.
- Answer incoming telephone calls promptly, courteously and make every effort to satisfy the caller’s inquiry.
- Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail and gets proper authorization before any additional repairs are performed.
- Sell the proper repairs and/or services responsible to customers perceived needs.
- Present a service menu of recommended maintenance services to every service customer.
- Provides a complete and accurate written cost estimate for labor and parts on all RO’s written.
- Obtain properly documented telephone approval for all add-on sales when customers are not at the dealership.
- Meet or exceed sales objectives set by management. Maintains high customer satisfaction standards.
- Separate and distribute repair order copies according to department policy.
- Maintain a service scheduling form on a thorough, accurate and continuous basis.
- Carefully inspect every finished repair order for proper completion, pricing, accuracy and legibility.
- Document flat rate time or other required timekeeping according to the service department and/or manufacturers procedures.
- Monitor all special order parts and make sure all boards are up to date. Maintain a record of carryover vehicles.
- Refers to service history, inspects vehicle, and recommends additional needed service.
- Provide additional vehicle problem/complaint information to the technical staff as needed.
- Remain continuously posted on the shops workload to determine the kind of work the shop can quickly accommodate.
- Inform the sales manager of potential new vehicle sales customers.
- Confirm service appointments by telephone the day before the customer is scheduled to arrive.
- Contact service customers when their vehicles work is finished.
- Follows the dress code the company has put in place. Maintains a clean and neat work area.
- Follows federal, state and local law as well as company policy about safeguarding all information.
- Reports on time to work and follows schedule that is given. Calls supervisor if he/she cannot be at work on time.
- Keeps current with annual HR training along with any other training that might be required for this position.
- Follows all company policies and procedures. Notifies supervisor of any illegal activity.
Requirements:
- Proven record of achieving exceptional Customer Satisfaction
- Past experience as a Service Advisor or Assistant Lane Manager is required
- Ability to work flexible work schedule including Saturdays
- Must be dependable, friendly and self- motivated
- A desire for a long term career with a growing organization
- Valid driver’s license
- ADP computer experience a plus
- Computer Proficiency
- Able to follow process and procedures
- Team player
- Excellent organizational skills
Competitive Advantage
- Stable employment with a growing company
- Winning culture and excellent work environment
- Comprehensive benefits including medical, 401(k), paid time off, training and more!
- Forward thinking company who is up to date with equipment and technology
- Great earning Potential.
- Follows the dress code the company has put in place. Maintains a clean and neat work area.
