In PersonMinimal travel may be required for business needs.
Automotive Service & RepairService Advising & Estimating
About the job
Requirements
A high school diploma or equivalent is required.
Previous automotive dealership experience is required.
Thorough knowledge of customer service excellence and the ability to interact effectively with customers are required.
Working knowledge of computer systems, including databases and dealership management systems, is required.
A valid driver's license with an acceptable driving record must be maintained.
Strong communication skills and attention to detail are required.
Responsibilities
Sell the proper repairs and services responsive to 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 customers' written approval on repair orders and documented telephone approval for add-on sales when customers are not present.
Meet or exceed sales and accountability metrics, including an average monthly customer-pay labor sales rate of 2.0 hours per repair order.
Write, separate, distribute, and maintain accurate repair orders and service scheduling forms according to department policy.
Document repair order changes, flat-rate time, required timekeeping, carryover vehicles, and special-order parts status.
Inspect finished repair orders for proper completion, pricing, and legibility.
Provide vehicle problem and complaint information to technical staff and maintain communication regarding job-status changes.
Monitor shop workload to determine the work the shop can accommodate.
Inform the Sales Manager of potential new-vehicle sales customers.
Confirm service appointments before customers' scheduled arrivals and contact service customers when vehicle work is finished.
Report situations or conditions that jeopardize the safety, welfare, or integrity of the dealership, customers, or employees.
Maintain prompt and regular attendance and perform other appropriate duties assigned by management.
Participate in and promote the established Quality Improvement Process for continuous improvement.
Participate on teams to research, measure, and correct problems and improve processes.
Communicate and exemplify the company's mission, vision, values, and philosophy.
Attend at least ten credit hours of training annually.
Travel as business needs may require, currently expected to be minimal.
Desired Qualifications
An associate degree or relevant equivalent experience is preferred.
A positive attitude and willingness to learn in a fast-paced automotive sales environment are preferred.
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."