Sierra Steel Harley-Davidson Service Writer/Advisor
The Harley-Davidson brand and story is legendary, and it all starts with passionate employees. Turn your passion into a career at Sierra Steel Harley-Davidson in Chico, CA. We are a growing dealership that values innovation and enthusiasm.
We are currently in search of a Service Writer/Advisor.
Reports directly to: Service Manager
RESPONSIBILITES FOR THE SERVICE WRITER/ADVISOR
1.) Service Department Operations
Assist Service Department Manager in maintaining a smooth running, efficient service department with a high degree of customer satisfaction. Intake customer vehicles, diagnose problems, and service needs, schedule work assign jobs to service technicians and communicate job status to customers. Diagnose problems accurately and clearly describe them on the repair order. Estimate costs and completion times at the point of sale and clearly communicate them to the customer. Service Consultants receive a commission on top of their hourly wage. Assign jobs to technicians based on skill level and current resource utilization. Review work-in-progress to ensure quality and timeless. Occasionally assist technicians when they are having difficulty performing service work. Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts before job starts. Perform cashier functions as needed. Make estimates for internal and wreck repairs. Open and close all customer paid, warranty, and internal repair orders. Follow procedures for quick and efficient handling of warranty items, including and proper storage of these items. Become familiar and efficient with all phases of the computer system required for service and parts management.
2.) Customer Service
Provide superior customer service to both internal and external customers. Greet customers immediately, in a polite and friendly manner. Handle telephone transactions quickly and courteously. Promptly notify customers of any changes, delays, or additional work needed. Handle customer complaints reasonably, showing empathy and a positive attitude and demonstrate our commitment to "Make Things Right". Give special attention to repeat repairs to ensure the situation is corrected. Avoid making commitments which can not (or likely will not) be met. Set customers' expectations to a level where they will likely be met.
3.) Other Duties
As assigned.
COMMITMENTS
Treat all employees and customers fairly, courteously, and with dignity. Model superior customer service behavior for all interactions with customers and employees. Be prompt and available for flexible scheduling. Maintain up to date technical qualification (PHD and others) by completing all training programs assigned by the Service Manager.
QUALIFICATIONS & JOB REQUIREMENTS
Superior communication and customer service skills as well as exceptional organizational skills. Ability to get along with a broad customer base. Knowledge and experience with servicing vehicles, and other products sold by the dealership, or demonstrate ability to quickly learn them. Experience with point-of-sale and Parts and Service management computer software or the ability to quickly learn due to general knowledge and experience with computers. Current, valid motorcycle license preferred but not required.
PHYSICAL DEMANDS
The noise level in the work environment is usually loud. Occasionally required to bend, stoop, crouch, reach, and handle tools. Occasionally requires the ability to lift several pounds of material. Occasionally requires the ability to balance and push motorcycles.
WORKING CONDITIONS
Frequently works near moving mechanical parts. Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department. Occasionally exposed to exhaust fumes or other airborne particles.
Job Type: Full-time
Pay: From $16.90 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Customer Service: 1 year (Required)
License/Certification:
- Driver's License (Preferred)
Work Location: In person
