Description:
PURPOSE OF JOB:
This position is responsible for providing superior customer relations and sales service experiences, ensuring the customer and vehicle-related problems are addressed properly.
JOB DUTIES:
Service Sales
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Sell the proper repairs and/or services responsive to the customers perceived needs.
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Present a service menu of recommended maintenance services to every service customer.
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Obtain accurate parts and labor prices using the appropriate parts source and labor-pricing guides.
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Give every customer an accurate cost estimate when the repair order is initially written.
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Obtain the customers written approval on all repair orders at the time of the write-up or when the closing of additional add-on sales.
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Obtain properly documented telephone approval for all add-on sales when the customers are not present.
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Consistently meet or exceed the sales and other accountability metrics and objectives set by management.
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Achieve or exceed an average monthly customer-pay labor sales rate of 2.0 hours per repair order.
Administration
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Properly, thoroughly, and accurately write repair orders for the categories or work designated by management.
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Separate and distribute repair orders according to department policy.
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Maintain a service scheduling form (route sheet) on a thorough, accurate, and continuous basis.
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Properly document repair order changes.
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Carefully inspect every finished repair order for proper completion, pricing and legibility.
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Document flat rate time or other required timekeeping according to the department and or manufacturers procedures.
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Maintain a record of carryover vehicles.
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Maintain a record of special order parts status.
Communication
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Provide additional vehicle problem/complaint information to the technical staff as needed.
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Maintain communications with the technical staff regarding job status changes.
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Remain continuously aware of the shops workload to determine the kind of work the shop can quickly accommodate.
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Inform the Sales Manager of potential new vehicle sales customers.
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Confirm service appointments the day before the customers scheduled arrival.
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Contact service customers when their vehicle work is finished.
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Report to management any situation or condition that jeopardizes the safety, welfare or integrity of the dealership, its customers or employees.
General Accountabilities
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Ensure prompt and regular attendance.
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Perform other appropriate duties as may be assigned by Management.
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Travel as business needs may require, currently expected to be minimal.
Quality & Continuous Improvement
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Personally commit to quality in all aspects of work.
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Provide World Class Customer Service for internal and external customers.
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Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.
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Participate on teams to research, measure, and correct problems and to strive for process improvement.
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Communicate and exemplify the Companys Mission Statement, Vision Statement, Values, and Philosophy.
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Attend at least ten (10) credit hours of training annually to continue development of work-related skills."
Requirements:
QUALIFICATIONS:
Education:
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High school diploma/equivalent is minimally required.
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Associate degree or relevant equivalent experience is preferred.
Experience:
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Previous automotive dealership experience is required.
Other Knowledge, Skills, Abilities & Competencies:
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Must possess a thorough knowledge of customer service excellence and effectively interact with customers.
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Must maintain a positive attitude and willingness to learn in a fast-paced automotive sales environment.
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Must have a working knowledge of computer systems, such as databases and Dealership Management Systems.
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Strong communications skills.
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Strong attention to details.
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Must possess and continuously maintain a valid drivers license with an acceptable driving record."
