Description:
PURPOSE OF JOB:
This position is responsible for providing superior customer relations and sales service experiences, ensuring the customer and vehicle-related issues 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.
- Make a genuine effort to sell the maintenance services due on every service customer’s vehicle according to the Jeff Cowan’s Pro Talk Sales Process.
- 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 customer’s written approval on all repair orders at the time of the write-up or when 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, service, 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 of 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 manufacturer’s 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 and responsive to the shop’s workload to determine the kind of work the shop can quickly accommodate.
- Inform the appropriate Sales Manager of potential new vehicle sales customers.
- Confirm service appointments the day before the customer’s 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
- Ensure prompt and regular attendance.
- Perform other appropriate duties as may be assigned by Management.
- Travel as business needs may require.
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 Company’s 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’s 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 principles and effectively interact with customers, co-workers, and business contacts.
- 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 driver’s license with an acceptable driving record.
This does not necessarily list all responsibilities, duties, requirements, or efforts associated with the job. While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify the functions, duties and requirements of the job or to require that additional or different tasks be performed as circumstances or business needs require.
