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Dumfries

    Service Advisor - Dumfries, United States - Ted Britt Auto Group

    Ted Britt Auto Group
    Ted Britt Auto Group Dumfries, United States

    2 weeks ago

    Default job background
    Description
    We Offer:
    • Competitive Pay
    • Ongoing professional training
    • Excellent benefits package including
    • Medical
    • Dental
    • Vision
    • Life, Long Term Disability, Critical Illness, Accident Insurance
    • Legal Shield
    • 401(k) and profit-sharing plan with employer match
    • Paid Holiday, Sick and Vacation Time
    Summary:

    Intakes customer vehicles, diagnoses problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.

    Essential Duties:

    Service Department Operations
    • Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
    • Diagnose problems accurately, and clearly describe them on the repair order.
    • Estimate costs and completion times at point of sale. Clearly communicate them to customer.
    • Assign jobs to technicians based on skill level and current resource utilization.
    • Review work-in-progress to ensure quality and timeliness.
    • 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 used before job starts.
    • Perform cashier functions, as needed.
    • Make estimates for internal and wreck repairs.
    • Open & close all customer paid, warranty, and internal repair orders.
    • Follow procedures for quick & efficient handling of warranty items, including tagging and proper storage of these items.
    • Become familiar and efficient with all phases of the computer system required for service & parts management.
    Customer Service
    • Provide superior customer service to both internal and external customers.
    • Greet customers immediately, in a courteous and friendly manner.
    • Handle telephone transactions quickly, and courteously.
    • Notify customers ASAP of any changes, delays, or additional work needed. Avoid setting high customer expectation levels in situations where expectations are not likely to be met.
    • Sell additional services by pointing out service specials 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.
    Other Duties - As Assigned

    Requirements

    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:
    • Outgoing, friendly personality and superior communication & customer service skills.
    • Knowledge and experience with servicing of Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
    • Experience with Point-of-Sale and Parts & Service management computer software or the ability to quickly learn due to general knowledge & experience with computers.
    • Current Motorcycle license.
    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 40 pounds of material.
    • Occasionally requires the ability to balance and push a 600+ lb. motorcycle.
    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 airborne other particles.
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