Dispatcher (Service Department)

1 week ago

Spokane, United States Knudtsen Foothills Full time

Pay Range is listed a $25 - $45 / hour. This position has a $4,000 base salary per month, with potential to earn CSI and other bonuses. 

JOB DESCRIPTION – Automotive Service Dispatcher  

About Knudtsen 

Knudtsen Foothills Lincoln Mazda is seeking an Automotive Service Dispatcher to join the Knudtsen team. Knudtsen is a family-owned and operated company that provides the Spokane and Post Falls communities with new and used cars, full-service body shops and service departments,as well as genuine Mazda and Lincoln Parts.  At Knudtsen,we strive to be a team and truly value our relationships with each other, our customers, and the community.  

Additionally, we have some great benefits:  

  • Employer sponsored health insurance - medical, dental, vision – for employees and dependents   

  • Life insurance plans  

  • Paid holidays  

  • Sick pay  

  • Paid vacation  

  • Employee purchase discounts  

  • 401(K) Retirement Savings Plan (4% Employer Match)   

  • Training and education assistance 

Summary of Position 

An Automotive Service Dispatcher’s main responsibility is to control and organize the flow of the service department in a professional and timely manner while ensuring quality repairs at a fair cost to the customer. Will be responsible for maintaining effective and professional communication with the Service Team, Customers, and all other team members.  Will act as the liaison between the incoming services from the service consultants and directing those to the proper service technicians. 

Responsibilities 

  • Schedule shop work to facilitate maximum productivity in accordance with Knudtsen policy and connect services needed with the technician skill level required. 

  • Prioritize and control all comebacks to ensure proper and prompt attention. 

  • Ensure correct repair order documentation with complaint, cause and correction noted on every repair order with punch time for each operation. 

  • Review job status frequently (at 10, 2, and 4), log status and report any change from the original stated timeframe to the appropriate service consultant so they may inform the customer of their vehicle’s status. 

  • Answer incoming calls to set up appointments when needed, according to the Revolutionizing the Service Lane Experience (RSLE) guidelines. 

  • Check VIN numbers for open recalls. 

  • Write repair orders as directed by Pre-Owned department and cross-check references for any open recalls. 

  • Track incoming inventory of used vehicles and process the inspections, services and detailing needed to prepare it for sale. 

  • Track incoming new vehicles and process the inspections and accessories to be added to prepare them for sale. 

  • Communicate with sales team about inspections and needed services. 

  • Send vehicles out for repairs and details. 

  • Maintain an organized and up-to-date repair log. 

  • Prepare estimates when required. 

  • Review hard copies of repair orders turned in by technicians to ensure that assigned work has been performed and the repair order has been completed properly. 

  • Ensure that technicians follow warranty material deposition procedures. 

  • Communicate to the service consultant if an order needs more time than originally quoted to the customer. 

  • Maintain Customer Service Index score at or above market level. 

  • Complete training as requested or required by Knudtsen, Mazda and Lincoln. 

  • Other tasks as assigned.  

Qualifications 

  • Team player focused on providing exceptional customer service. 

  • Maintain professional and safe work environment, appearance, and conduct. 

  • Be able to proficiently use computer software programs, phones. 

  • Professional written and verbal communication skills, and the ability to read and interpret documents. 

  • Excellent listening and problem-solving skills. 

  • Automotive service or dispatch experience preferred. 

  • Able to walk or stand for 8-10 hours a day and perform a thorough inspection of vehicles by getting in and out, bending, twisting, etc. 

  • Have a valid driver's license. 

  • Pass a motor vehicle report and possess a safe driving record. 

  • Pass a criminal background check. 

  • Required pre-employment drug test (note: we do not test for marijuana during pre-employment testing).  

  • Also subject to random drug testing, reasonable suspicion drug and alcohol testing, and post-accident testing at the company’s request. 

PHYSICAL DEMANDS and WORKING ENVIRONMENT 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  

While performing the duties of this job, the employee is regularly required to: work standing up, walk, use hands and fingers to operate tools and equipment, speak and listen (both over the phone and in person to customers and fellow employees). While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. 

Team Members regularly works 40 hours per week.  While performing the duties of this job, the Team Member may be exposed to moving mechanical parts, fumes or airborne particles and chemicals. Frequently (not limited to) working in the Sales Office, which includes computer work, customer service, phone calls, and inventory duties.  The employee is occasionally exposed to inclement weather conditions and combustibles. May be a fast paced working environment. The noise level in the work environment is usually moderate.  

Knudtsen Dealerships and Auto Body Shops are an equal opportunity employer and prohibits discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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