EXPERIENCED SERVICE CONSULTANT

Job Summary

The Service Consultant is instrumental in maintaining the customer ownership retention cycle intact by facilitating personalized service, advocating for the customer and encouraging the purchase of dealer-approved products and services, and new vehicles as appropriate. Service Consultants will intake customer vehicles into the dealership's service department for needed maintenance and repairs by collaborating with them to identify operating concerns and then recording those concerns and other services accurately on the repair order. Throughout the service visit, the Service Consultant will keep the customer apprised of progress and any significant changes, like additional work needed or delays, until delivery is made and payment for services received. Additionally, Service Consultants follow-up with each customer the following day to gauge satisfaction with the overall visit and schedule any comeback visits quickly.

Qualifications Education

High school diploma or the equivalent.

Licenses

Driver's License

Specialized

One year of dealership service department work experience required or three years of other sales experience, or a combination of both.

Other

Ability to read and comprehend instructions and information.

Professional personal appearance.

Utilize professional language and excellent communication skills (telephone, email, text, voicemail, etc.).

Ability to meet company's production and quality standards.

Ability to converse in the Spanish language.

Mathematical skills.

Computer and software utilization skills.

Good physical mobility.

Ability to handle constant interruptions and remain focused.

Be able to work varying schedules with extended hours in early morning, late evening and though lunch hour as required.

Physical Requirements Surroundings

Spend time indoors in air-conditioned areas and outdoors in the environment with varying weather conditions and moving about the shop and parking lot.

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

10 lbs. to 25 lbs. infrequently

Reaching and/or lifting overhead

On a regular basis

Climbing

Stairs on occasion

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 insuring complete satisfaction to customers. Receive customers quickly with courtesy and efficiency, establishing good rapport and trust. Answer questions accurately and effectively.

Determine customer concerns by asking questions and listening, then recording each of the complaints by line on the work order with supporting details that allow the technician to identify and correct the concern.

On each visit, utilize the Multi-point Vehicle Inspection to position our dealership as the expert on vehicle maintenance and repair with each customer. Use available selling tools we provide to help identify and demonstrate these needs.

Sell vehicle maintenance as per the manufacturer's recommended schedule, demonstrating the need for each item (time & mileage selling). Likewise, sell the jobs discovered in the MPVI with emphasis on performing the jobs on this visit. Record declined work and reason(s).

Use service telephone skills and selling procedures to encourage calling customers to bring their vehicles to our shop for servicing. Be positive, downplay any situation when diagnosis has not been done, and offer your expertise in inspecting the vehicle with the customer to determine whether repairs are called for.

To sell additional jobs, discuss the various payment methods available to customers, including their applying for credit with dealer approved outside lenders.

Explain our service appointment system and work-flow through the shop so that an expected length of time for repairs can be established, as well as associated costs. All work must have the customer's authorization before work can begin.

Understand our DMS and Customer Relationship Management system as it relates to customer records, scheduled activities and customer engagement. Verify and update customer information on each visit.

Maintain the dealership's service follow-up system for "progress updating" and "after service visit" with each customer. A plan of contact must be discussed and agreed to between both parties during write-up, and all available methods of contact utilized with each customer (telephone, voicemail, text, email, etc.).

Be capable of handling dissatisfied customers and customers who are confused about repairs and costs of service. Apologize quickly and sincerely, first, then attempt to resolve concerns before involving management with routine issues.

Consult with technicians and shop foreman to obtain information on needed maintenance and repairs.

Keep support staff apprised of your work and vacation schedule, and time away from your office so that they can adjust the appointment system and advise customers appropriately in your absence.

Work as a team with the service staff and other departmental staff members. Interact well with others and be a positive influence on employee morale.

Do not diminish or degrade fellow employees, nor our products or services, especially with customers. If a failure occurs, it is really Tipotex Chevrolet that failed in the customer's eyes, so apologize for the organization and seek to redress the concern(s) quickly.

Always work your scheduled shift and be punctual. Do not change your shift without management approval. Adhere to the company's notification policy on tardiness and absences.

Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals. Have strong organizational skills.

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.

Participate in performance management and any training offered. Always complete manufacturer training on time for your role in the dealership.

Understand the terminology of the business and keep abreast of technology changes in products and services. Read new and updated service bulletins daily and know the manufacturer's service policies and procedures for warranty and service agreements.

Know and understand the federal, state and local requirements which govern the company's business. Follow lawful directions from supervisors.

Attend company meetings as required and actively participate when appropriate.

Understand and follow work rules and procedures. Have a good understanding of the Tipotex Playbook (handbook) and maintain access to the document for reference purposes.

Uphold the company's non-disclosure and confidentiality policies and agreements.

Job-Specific Expectations

Produce accurate estimates for any repairs. Determine costs and completion date. Communicate expected repair time to customer.

Analyze progress to maximize efficiency and maintain high quality of repairs.

Enter jobs into the dispatch system as appropriate.

Prior to the start of a repair job, especially recalls, ascertain that we have the parts available.

When parts must be ordered (special order requests or SOR's), provide customers with accurate estimates of part arrival. Actively work the SOR list to get parts installed.

Help with diagnosing customer concerns correctly and accurately by describing them on the repair order and utilizing "concern verification" forms as appropriate.

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.

Perform cashiering functions on service transactions.

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. Each job must be detailed and have the 3C's (complain, cause and correction), all parts used in the repair and any sublet charges associated. As a repair order is a legal document, extreme care should be taken to insure each job is accurately recorded.

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.

When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.

Notify customers promptly regarding any delays, changes, or additional work that is required.

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.

Always set the customer's next appointment with their active participation in the appointment scheduler to include date, time and scope of work.

Perform a quality control check on each customer vehicle to confirm maintenance services have been completed and the vehicle is free of stains, smudges and/or changes to settings (seats, radio, etc.) before notifying them of it being ready to pick up.

When a customer vehicle is transferred or reassigned from one Service Consultant (or Body Shop Estimator) to another, the "new" consultant should contact the customer immediately to introduce themselves as the new point of contact and answer any questions they may have. Specifically, for transfers from the Body Shop, have their representative explain services they performed prior to delivery unless you can competently do this yourself and answer questions.

Actively solicit CSI Survey responses and favorable social media posts from our customers.