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Automotive Service Consultant

2 months ago

Little Ferry, New Jersey, United States Honda South Full time

JOB TITLE: Automotive Service Consultant

DEPARTMENT: Service

REPORTS TO: Service Manager

FLSA STATUS: Exempt

POSITION SUMMARY: The automotive service consultant is tasked with coordinating service appointments in the service department while promoting additional services to clients.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Uphold Customer Satisfaction Index (CSI) rating as established by the service manager.
  • Adhere to the required standard for hours per customer repair order processed.
  • Welcome clients in a prompt, courteous, and professional manner. Inform waiting customers that assistance will be provided shortly.
  • Engage with clients to ascertain the specifics of their mechanical issues.
  • Gather precise customer and vehicle information.
  • Conduct test drives of vehicles as needed.
  • Advise clients on vehicle maintenance and the importance of adhering to manufacturer specifications.
  • Inspect each vehicle's engine compartment for potential additional repair requirements.
  • If further work is necessary, clearly articulate the specific repair instructions, highlighting the primary reasons for the customer's visit. Ensure repair orders are legible.
  • Notify the dispatcher of incoming service requests.
  • Provide estimates for labor and parts. If the service cost cannot be determined during the initial consultation, leave it open and reach out to the customer later for approval.
  • Establish each customer's payment method. Secure credit approval if required.
  • Obtain the customer's signature on the repair order and provide them with a copy.
  • Monitor the progress of each repair order throughout the day. Contact customers via phone regarding any changes to the estimated completion time. Document changes on the repair order appropriately.
  • Address phone inquiries related to ongoing work and appointments.
  • Compare the final invoice with the original repair order.
  • Review quality control reports to ensure that work is completed as requested, minimizing the likelihood of comebacks.
  • Deliver the vehicle to the customer and address any questions they may have.
  • Maintain a follow-up program for additional items identified as needing repair.
  • Participate in scheduled meetings.
  • Foster and maintain positive relationships with customers to encourage repeat and referral business.
  • Ensure that work areas and customer waiting areas are kept tidy.

QUALIFICATIONS:

To excel in this role, an individual must be capable of performing each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION & EXPERIENCE:

An Associate's degree (A.A.) or equivalent from a two-year college or technical school; or six months to one year of related experience and/or training; or an equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business publications, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedural manuals. Ability to effectively present information and respond to inquiries from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference, as well as fundamentals of plane and solid geometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a wide variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to handle or feel; and reach with hands and arms. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is frequently exposed to wet and/or humid conditions, moving mechanical parts, and outside weather conditions. The employee is occasionally exposed to fumes or airborne particles, risk of electrical shock, and vibration. The noise level in the work environment is usually moderate.