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Service Advisor

1 month ago

Denver, United States Salta Service & Performance Full time $50,000 - $85,000
Purpose of Position The purpose of the Service Advisor is to have available a responsible person who is able to be a liaison between Salta and Salta’s customers, either in association with, or in the absence of, the business owner.

Qualifications:Service Advisor must be able to clearly demonstrate their ability to set and reach performance goals. They must conduct every aspect of their job in an ethical manner. They must have the ability to provide excellent customer service; present and sell recommended service; work well under pressure; and resolve customer as well as interpersonal issues in a professional, expedient manner.

Service Advisor must be able to work 40 hours a week on a regular basis. Furthermore, a Service Advisor must also have the ability to manage and control the technical productivity, as well as be productive themselves.

Areas of Responsibility:Unless otherwise specified, the Service Advisor is responsible for all the daily productivity in the business. This responsibility includes, but is not limited to, a dedication to the company’s mission statement, to employee development, to customer service, to company profitability and to 100% customer satisfaction. Also, maintain positive customer and employee relationships by operating in accordance with approved company policies and procedures as outlined here, in the employee manual and in task-specific procedures.

The Service Advisor is responsible to assist all other team members toward a common goal where teamwork is key.

Specific Duties
Daily:
  • Open shop and get business going in the morning. (Refer to Store Opening Tasks).
  • Manage daily technical production, including producing own work.
  • Order parts for specific repair orders by telephone, fax, email and Internet.
  • Write up service jobs.
  • Add part numbers and canned jobs into software database as needed.
  • Use Mitchell Repair, All-Data, Identifix and service manuals to look up technical information.
  • Write and sell service/repair to assist in achieving monthly performance goals.
  • Follow/Maintain ATI’s 10 step Relationship Marketing System (RMS) process.
  • Maintain an approved CSI program.
  • Wrap up business and close shop at the end of the day. (Refer to Store Closing Tasks)
Weekly
  • Clean front office and keep presentable.
  • Clean parts room and keep orderly.
  • Conduct ongoing image inspections of shop, parking lot, and customer bathroom.
  • Review weekly sales and ATI key performance indicators with team.
Monthly
  • Attend/Hold semi-monthly meetings with technicians.
  • Review monthly sales and ATI key performance indicators with team.
  • Customer follow-up
Quarterly
  • Review monthly expenditures and performance goals with team.
Annually
  • Take physical inventory of entire stock and purge unnecessary inventory.
  • Assist owner in Performance Review.

Principal Duties and Responsibilities:
  • Meet and greet all customers in a gracious, professional manner.
  • Begin to develop customer satisfaction indices.
  • Track time for repair order to develop, maintain “standards”.
  • Contribute data as requested to the department operating budget.Strive to reduce customer wait time to 1 minute before helping them.
  • Schedule appointments on the customer appointment log.
  • Take complete customer information on repair order.
  • Communicate with customers to determine the nature of problem.
  • Complete detailed information on customer problem before passing on to service.
  • Communicate the dispatching of repair orders to the Technicians.
  • Organize daily work load.
  • Update work in progress with current promised time or guesstimate time as needed on every car as repairs are processed.
  • Test drive all vehicles when requested.
  • Up sell. Advise customers on benefits of maintenance over repairs.
  • Price any suggested additional work in accordance with pricing practices.
  • Indicate the exact repair instructions to both the Technician and the customer.