About this opportunity
Teton Auto Group lists this Service Advisor opportunity in the dalles, Oregon. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Job Type
Full-time
Description
At Columbia Gorge Honda, a member of the Teton Auto Group, we are committed to an environment where the customer is always treated with respect and dignity. Growth is encouraged through diligence, teamwork & creativity. Above all, there is the highest standard of honesty and integrity when conducting business. If you have an interest in automotive and a desire to develop a career in the industry, apply today!
What We Offer
Medical, Dental & Vision Insurance
401K Plan
Paid time off and vacation
Growth opportunities
Paid Training
Employee vehicle purchase plans
Long term job security
Health and wellness
Discounts on products and services
Job Summary: The Service Advisor is the dealership's first-line customer relations and service sales representative. The main job functions include satisfying customer and vehicle related concerns, meeting predetermined sales objectives, and thoroughly and accurately perform designated administrative activities. The Service Advisor acts as an assistant to the service manager by working with the team leader to co-manager their group of technicians.
Requirements
Responsibilities: Each Job Responsibility is listed below in no order of importance, notice some tasks are ongoing throughout.
Customer Relations Greet customers promptly and efficiently in person and on the phone while utilizing MAGIC
Maintain a high level of cleanliness, grooming, and uniform appearance.
Conduct all business with sincerity, honesty, and genuine concern for customers
Listen to customer's description of the problems or services needed to determine the type of service or repairs required, and prepare estimates and invoices for repairs and parts
Offer logical diagnostic services or repairs to satisfy the customers' concerns
Provide accurate estimates for all the services or repairs recommended
Handle minor customer complaints and/or misunderstandings with courtesy, tact, and in a manner that does not further aggravate the problem
Perform walk around on customer's vehicle with customer present
Write a brief description of the problem on the repair order to help the technician locate the problem
Communicate vehicle promise time to customer when checking them in
Explain thoroughly to customer all completed work and any recommendations technician may have, go over 120-point inspection with explanation
Collect payment from customer
Act as a liaison between customer and manufacturer representatives and technicians
Track repair orders, parts requests, unsold repairs
Perform timely follow up with customer
Personally, turn customers over to the service manager or other designated management representatives with complaints that cannot be satisfied at the ASM level
Answer incoming telephone calls promptly, courteously, and make every effort to satisfy the caller's inquiry.
Strive to make sure that every customer is very satisfied with the level of service offered by the dealership. Maintain CSI ratings at or above the levels designated by management.
Ensure timely and accurate completion of repair orders and completed work
Schedule appointments, answer any questions customer may have regarding repairs or maintenance that are needed
Maintain manufacturer certification as required
Service Sales Sell the proper repairs and/or services responsive to the customer's 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 eh "Active Customer Reception" process
Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guides
Give every customer an accurate estimate at the same time that the quick write sheet is initially written. Provide them with an estimate copy of the quick write sheet with a business card attached.
Obtain the customer's written approval on all quick write sheets at the time of write-up or on the repair order when closing the repair order for additional add-on sales
Obtain properly documented telephone approval for all add-on sales when the customers are not at the dealership
Meet or exceed sales objectives set by management (see below)
Group productivity objective - 125%
Repair orders per day - 16-18 total
Hours per repair order - 2.3-2.8 (customer pay)
One item repair orders - 10% max
Percent of maintenance - 70%
Percent of repair - 30%
Effective labor rate - within 10% of posted rate
Administration Determine responsibility for payment of requested repairs and/or services. If the customer is requesting warranty or service contract coverage; verify component eligibility, provide proper documentation, and obtain authorization
Write repair orders that are legible, complete, accurate, and properly documented. Provide clear explanations for the condition, cause, and remedy regardless of the repair type. Obtain the customer's signature (authorization) on every repair order
Separate and distribute repair order copies according to department policy
Properly document all repair order changes. Obtain management authorization for any voided repair orders
Carefully inspect every finished repair order for proper completion of the requested repairs and/or services, technician explanation, pricing accuracy, and legibility
Verify the flat rate hours for each operation and make sure that the technician's time flag corresponds with the work performed
Maintain a service appointment log and a service production schedule (route sheet) on a thorough, accurate and continuous basis
Maintain a record of all carryover vehicles. Note the reason for the carryover and the estimated time of completion on the daily service production schedule
Maintain a special-order parts tracking file and monitor the daily status. Contact customers as soon as their special-order parts arrive and schedule an appointment to have them installed
Perform other specific administrative functions as directed by service management
Maintain assigned work station in an organized and clean manner. Assist management in keeping the service reception area clean, neat, and orderly at all times
Assist the group leader in co-managing the group. Conduct group meeting as necessary to make sure all group members comply with the established policies and procedures
Give management continual feedback concerning the performance of each group member. Provide the service manager with constructive feedback for annual employee performance appraisals.
Communication Provide additional vehicle problem/complaint information to the technical staff as needed
Maintain communication with the group leader and technicians regarding job status changes
Remain continuously posted on the group's work load to determine the kind of work the group can accommodate
Inform the sales manager of potential new or used vehicle sale customers
Confirm service appointments by telephone the day before the customer's scheduled arrival. Prepull the customer's service history file when necessary (e.g. comeback, questionable maintenance history, etc.)
Contact all service customers when their vehicle's work is finished and review the completed repair order and total charges
Advise all warranty customers that they may be receiving a service survey from the Dealership/Manufacturer. Review a copy of the survey with the customer and advise them of the survey's intent. Ask the customer to check the "highest level" boxes and deal with any concerns they may have
Inform management of any situation or event that could interfere with established objectives, standards, or company policies.
Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers.
Physical Demands/Requirements Standing: Must be able to work in a standing position up to 10 hours per day in 4-hour intervals on concrete and asphalt surfaces
Sitting: Seating is available at the ASM work station and can be utilized during the slower periods of the day while conducting phone calls and paper work functions. Seating time will vary from 10-70% based on the daily work load
Walking: Various tasks will require walking as much as 100 yards on concrete or asphalt surfaces. 30-40% of the day will require walking in multiple increments
Changing Positions: Flexibility is allowed in making frequent position changes (standing, sitting, walking) as necessary to physically perform routine tasks
Carrying/Lifting: 30-40% of the day will be spent carrying objects that weigh less than 10 lbs. Less than 1% of the day will be spent lifting objects that weigh over 10 lbs. but not more than 50 lbs. These objects may come in various shapes and sizes. If the object is too bulky or heavy, seek assistance
Pushing/Pulling: ASMs will occasionally push inoperative vehicles in and out of parking spaces or work stalls. This function will always be assisted by other service employees; therefore, it will not require more than 50 lbs. of torque or effort
Bending/Twisting: Certain tasks will require the ASM to bend and/or twist from either waist, knees, neck, back, or arms (e.g. getting in and out of vehicles, visually inspecting vehicles, etc.). These functions are necessary 20-25 times per day. 10-15% of the day will require bending and/or twisting
Reaching/Handling: All tasks performed by the ASM will require the use of hands and arms (e.g. computer operation, accessing vehicle engine compartments, writing, answering phones, etc.). 80% of the day will require reaching and/or handling
Climbing: The ASMs will occasionally be required to go upstairs to the conference room for meetings and/or training sessions. This will involve ascending and descending one flight of stairs
Crawling/Kneeling: Some crawling and/or kneeling will be necessary to inspect under a vehicle at ground level. This function may be necessary 10-12 times a day in 1-5 minute increments
Note: This is intended to be an accurate reflection of the current job and expectations required of this position. There may be a need to do other activities as directed by management or in an emergency.
Skills Required: To perform this job successfully, this individual must be able to perform each essential duty satisfactory.
High school diploma/GED required
Extensive knowledge of automotive industry and parts
Excellent communication and organizational skills
Ability to communicate equally well with technicians, customers and senior management
Compensation: Training Pay: $22.00 per hour
After Training: Base salary + commission
Teton Auto Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, creed, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, marital status, genetic information, or any other status protected under applicable federal and state law.
Salary Description
$46000 - 70000
Worksite address
the dalles, OR, 97058, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.