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