Service Consultant

4 weeks ago

Miami, Florida, United States Warren Henry Automotive Group Full time
Job Summary

As a Service Consultant at Warren Henry Automotive Group, you will be the face of our service department, greeting customers and providing exceptional customer service. You will determine the service needs of vehicles, maintain customer relationships, and resolve any customer concerns. This is a full-time position that requires a high school diploma or equivalent, and prior experience in customer service or a related field is preferred.

Responsibilities
  • Provide exceptional customer service and greet customers in a friendly and professional manner.
  • Determine the service needs of vehicles and communicate with customers to understand their needs.
  • Maintain customer relationships and resolve any customer concerns in a timely and professional manner.
  • Plan and coordinate appointments, set appointments using the Xtime center, and maintain service reservations.
  • Answer service calls and follow up in a timely manner.
  • Review monthly specials, learn current service menus, and review sublet vendor services.
  • Maintain department and customer service files and review for accuracy before sending to final scanning.
  • Determine and discuss alternate transportation needs with customers.
  • Greet customers, obtain and verify customer information and vehicle data, retrieve service history, and follow the service consultant process manual.
  • Process after-hours drop-off vehicles and towed-in vehicles.
  • Prepare all pickup and delivery clients and have ready for drivers.
  • Promote the sales of labor, parts, sublet services, and accessories to meet customer needs.
  • Provide customers with accurate estimates and completion times.
  • Obtain customer signatures on all repair orders, document agreements, and credit card payment slips.
  • Check on the progress of each repair order throughout the day and keep customers informed of any status changes.
  • Record any agreed-upon changes on the repair order.
  • Review all repair orders and verify that parts are billed out on appropriate lines and that all customer and warranty items have been billed and coded.
  • Verify that all quality control standards have been met and the vehicle has been washed before contacting the customer.
  • Follow up with all aging repair orders and provide daily explanations to the Service Manager for any repair order open longer than 4 days.
  • Maintain a customer satisfaction inquiry score above the national average.
  • Capture valid customer emails and maintain a CSI email capture rate higher than the national standard.
  • Maintain a follow-up system for special-ordered parts or vehicles that will need additional future repairs.
  • Maintain a clean, orderly office that is acceptable in accordance with dealership standards.
  • Maintain all common customer areas and assure that all amenities are stocked and in proper working order.
  • Report any major janitorial issues that cannot be quickly cleaned up or require special service.
  • Perform cashier functions during the vehicle pick-up process.
  • Establish a method of payment and collect cash, money order, check, Visa, Mastercard, or American Express.
  • Account for all financial transactions daily and place the completed deposit envelope into the safe.
  • Perform a cash drawer count at the end of your shift and report any overages or shortages to the Service Manager.
  • Maintain all applicable certifications and keep continuing education up to date with TOE and dealer standards.
  • Maintain Compli and complete assigned modules in a timely manner.
  • Maintain a well-groomed appearance and uniform while performing job duties or away at training.
  • Conduct yourself in a suitable fashion when in uniform and off of the dealership premises.
  • Maintain a pleasant working relationship with all dealership employees.


Qualifications
  • Customer-oriented - Ability to take care of customers' needs while following company procedures.
  • Time management - Ability to utilize available time to organize and complete work within given deadlines.
  • Analytical skills - Ability to use thinking and reasoning to solve a problem.
  • Goal-oriented - Ability to focus on a goal and obtain a pre-determined result.
  • Judgment - The ability to formulate a sound decision using available information.
  • Problem-solving - Ability to find a solution for or to deal proactively with work-related problems.
  • Detail-oriented - Ability to pay attention to the minute details of a project or task.

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