ASM

Job DetailsJob Location: Price Toyota - New Castle, DE 19720PRICE TOYOTA IS NOW HIRING FRIENDLY FACES TO ASSIST SERVICE CUSTOMERS!

SERVICE ADVISOR JOB DESCRIPTION

FUNCTIONS

Acts as the principal contact between the customer, the repairing technician, and the parts department on sales and service of the mechanical repair or maintenance of customer vehicles
The primary goal is to provide the maximum level of customer satisfaction to enhance customer loyalty while capturing all available opportunities in the sale of service and parts

DUTIES AND RESPONSIBILITES

Greets customers in a timely and friendly manner
Provides fast, efficient and courteous service to customer by interpreting their requests, scheduling, coordinating the diagnosis and repair of their vehicle
Presents each customer with the dealerships suggested maintenance menu while providing accurate and honest advice to customers on recommended services for the care of their vehicles.  100% menu presentation is expected when the vehicle is due for factory scheduled maintenance. 
Explains technical information about repair to customers in a clear, concise and professional manner
Provides accurate cost and time estimates when discussing the customers concern
Collects the necessary information (e.g., when, how often, hot, cold, etc.) pertaining to the concern so a proper repair can be effective
Makes and implements decisions regarding repair options
Coordinates activities to ensure repair work is fixed during the first visit and on time.  If second repair visit, advises Service Manger so that proper documentation can occur.  Follows established manufacturer protocol including verification of the owners complaint
Obtains the customers written approval on all repair orders at the time of the write-up or when closing additional sales.  Records who have approvals on any additional repair request (who, dollar amt., date, time) on repair order
Ensures that customer complaints are handled tactfully, promptly, with genuine concern, and according to dealerships guidelines
Follows manufacturers requirements for complaint, cause and correction documentation on all repair orders
Takes the initiative to exceed customer satisfaction, even if it requires overcoming obstacles

ADDITIONAL DUTIES AND RESPONSIBILITES

Coordinates the entire repair process and insures technician completes necessary documentation of the repair process and recording related labor time allotments or “time punching” expended during the repair
Provides clear and legible record of service completed for both customer and dealership use
Monitors the progress of the repair and contacts customers during the course of the repair regarding any changes in the time and cost estimates ensuring their participation and engagement in the repair process
Ensures that all repair orders initiated are appropriately complete and closed on a timely basis to manage the work-in-process flow
Contacts every customer at completion of repairs and pre-delivers vehicle to eliminate concerns on pick up.  Completes an active delivery, in person or by telephone
Inspects repaired vehicles to ensure quality and safety standards are met when required
Ensures the cleanliness of customers vehicles
Follows up with customers after the repair to ensure service satisfaction
Works to eliminate dealer liabilities during the repair process
Completes the repair order in its entirety including all coding and proper application of labor time
Establishes and maintains good working relationships with customers to encourage repeat and referral business
Works to reference and apply information found in technical publications, periodicals, bulletins, etc.
Complies with federal, state, and local regulations, such as safety requirements, hazardous waste disposal, OSHA, Right-to-Know, etc.
Strives for harmony and teamwork within the Service Department and other departments
Participates in scheduled department meetings to discuss issues, concerns, and departmental goals
Treats all associates in a professional manner (no shouting, vulgarities, or inappropriate comments either written or verbal)
Keeps up-to-date on all industry information
Keeps and maintains a manual that includes accurate and timely records of customer comebacks, customer contacts, and other dealership or manufacturer information as required
Attend and successfully complete required manufacturers and dealership training to maintain skill levels and ensure appropriate certification status.  Monitors training status thru manufacturer training website
Maintains work area to ensure professional and clean environment
Maintains acceptable dress and work area appearance
Maintains a record of timeliness and attendance that is acceptable

ACCOUNTABLILITY

Performance standards for this position are met when:

All customer repairs and maintenance work are coordinated and delivered in an efficient, courteous and timely manner
A high level of customer satisfaction is maintained and manufacturers SPSI standards are consistently meet or exceeded
Will write, process and coordinate a consistent average of 16-30 repair orders per day
Maintain an average hours per customer repair order of 1.8 or above
Individual average effective labor rate for customer paid repairs are consistently at or above established standard which will be communicated by the Service Manager
Work-in-Process shall be maintained with the established dealership maximum standard of less than 30 days
Customer follow-up calls both during and following the vehicle repair or maintenance service is consistently conducted on a timely basis and conveys sincere interest and concern for ensuring a quality customer experience
A professional appearance is presented and maintained within the dealership established guidelines for a service consultant
A consistent individual record of regular attendance and timeliness is maintained
Manufacturer training meets standard for certification based on tenure

PHYSICAL DEMANDS

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without reasonable accommodation:

Ability to operate a motor vehicle
Ability to remain in a stationary position
Ability to exit and enter vehicles
Ability to move inside and outside of structures
Ability to communicate
Ability to operate equipment required for position
Ability to reach with hands and arms
Ability to climb and balance
Ability to stoop, kneel, crouch or crawl
Ability to frequently lift and/or move up to 20 pounds
Ability to occasionally lift and/or move up to 50 pounds

Qualifications