Service Advisor/Writer

4 weeks ago

Oakland, United States Volkswagen of Oakland Full time

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Description

The Service Advisor/Writer Position has a Pay Scale consisting of the following elements and ranges. Wages include Base Hourly Compensation of $18.00. The position may also pay commission compensation which is based on the value or amount of closed sales achieved from $0.00 (if no sales are made) without any upper limit other than sales performance.

Requirements

Qualifications

Other

* Ability to read and comprehend instructions and information.
* Professional personal appearance.
* Excellent communication skills.
* Ability to meet company's production and quality standards.

Physical Requirements

Surroundings

* spend time indoors in air-fanned/air-conditioned areas.

Sitting

* on a regular basis

Standing

* on a regular basis

Walking

* on a regular basis

Bending, twisting and/or stooping

* on a regular basis

Kneeling and/or Squatting

* on a regular basis

Lifting

* over 50 lbs
* infrequently

Reaching and/or lifting overhead

* on a regular basis

Climbing

* stairs

Repetitive hand/finger movement

* on a regular basis

Grasping/grabbing with hands

* on a regular basis

Pushing and Pulling

* on a regular basis

Expectations

General Expectations

* Devote himself/herself to ensuring satisfaction to customers.
* Determine management, production and quality requirements by asking questions and listening.
* Attend company meetings as required.
* Maintain a follow-up system that encourages follow through with assigned projects.
* Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
* Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
* Understand the terminology of the business and keep abreast of technology changes in products and services.
* Know and understand the federal, state and local requirements which govern the company's business.
* Follow lawful directions from supervisors.
* Understand and follow work rules and procedures.
* Participate in performance management.
* Interact well with others and be a positive influence on employee morale.
* Uphold the company's non-disclosure and confidentiality policies and agreements.

Job-Specific Expectations

* Determine costs and completion date. Communicate expected repair time to customer.
* Analyze progress to maximize efficiency and maintain high quality of repairs.
* Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources.
* Prior to the start of a repair job, ascertain the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.
* Diagnose problems correctly and accurately describe those problems on the repair order.
* Together with the service department manager, work to establish and maintain an effective and proficient service department with excellent customer satisfaction.
* Be available to aid technicians as appropriate if they have having trouble completing service work.
* Produce accurate estimates for wreck and internal repairs.
* Provide cashier transactions when needed.
* Adhere to procedures for timely and proficient dealing of warranty items such as correct storage and labeling.
* Become familiar and proficient with all phases of the computer system needed for parts and service management, developing and maintaining the skills required.
* Start and finalize repair orders for warranty, customer paid, and internal repair.
* Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
* Be polite and friendly and greet customers promptly.
* Conduct telephone transactions courteously, and quickly.
* Provide excellent customer service for all customers whether external and internal.
* Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
* Notify customers promptly regarding any delays, changes, or additional work that is required.
* When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.
* Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate.

Benefits

* 5-day work days, Closed on the weekends
* Commissions and bonuses
* Paid time-off
* Holiday pay
* Medical / Dental / Vision and Life insurance
* 401K after 1-year of employment
* Equal opportunity employer

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