Kelley Chevrolet Service Administrative Assistant

:

Functions: Reports to Service Manager and Assistant Service Manager. Will work in cooperation with Service Advisors and other Service Department personnel.

Relationships:

• Assist Service Advisors by answering phone calls, booking appointments, writing estimates.
• Receive paperwork from Service Technicians or Service Advisors and create estimates for the work needing done. Submit estimates to customers, extended warranty, or fleet companies and receive authorization to perform work. Submit for payment when the work is complete.
• Provide friendly and welcoming customer service.
• Will assist in other positions throughout the service department as directed by the Service Manager and Assistant Service Manager.

Responsibility and Authority:

Service Administrator

• Assist Service Advisors with booking appointments, status calls, and estimates.
• Call in claims to extended warranty or fleet companies to receive approval.
• Ensure training for Service Advisors, Warranty Administrator and Service Technicians is maintained quarterly.
• Fill in for Warranty Administrator on an as needed basis.
• Maintain communication with service and parts personnel.
• Review all schedules for manufactures warranty, extended service contracts, and receivables.
• Participate in monthly meetings with Service Technicians and Service Advisors.
• Monitor and analyze warranty reports and identify trends and areas that need attention.
• Process Mechanic Liens for abandoned vehicles and acquire titles.
• Assist with general service department workflow and processes to maximize productivity, customer satisfaction and gross profit.
• All other tasks deemed necessary per Management.

Loaner Coordinator

• Prepare and handle documents/paperwork pertaining to the rental agreement.
• Verify driver's license and insurance documentation.
• Ensure all documents are filled out properly and signed.
• Assist sales, F&I, and parts with stock numbers and VIN numbers.
• Participate in audits as required.
• Manage fleet of DRAC Loaner Vehicles and be responsible for knowing where all vehicles are at, at all times.
• Maintain mileage log.
• Handle insurance claims for DRAC vehicles.
• Inspect vehicles for damage.
• Monitor and review Loaner Logs daily.
  • Verify if Kelley Automotive can be reimbursed for the vehicle and submit for the loaner through the Claim Pre-Approval Process.
• Any other tasks deemed necessary per Management.

Warranty (will be performed on an as-needed basis directed by the Service Manager/Asst. Service Manager)

• Assist with inspecting warranty claims for 3 C's- Complaint, Cause and Correction.
• Assist with submitting claims on a timely basis, with a goal of 48 hours from invoice date.
• Assist with reviewing rejected or returned warranty claims, make any necessary corrections, and submit on a timely basis.
• Assist with reconciling credit memos with warranty schedule to assure proper payments.
• Keep updated on all warranty policies and procedures through manuals, bulletins, and meetings.
• Communicate professionally with manufacturers or warranty representatives.
• Communicate professionally with customers and keep them informed during the warranty process if necessary.
• Rub, submit and correct any Policy Enthusiasm Tool, Pre-Approvals, or Aftersales Empowerment Requests.
• Any other tasks deemed necessary per Management.

Cashier (will be performed on an as-needed basis directed by the Service Manager/Asst. Service Manager)

• Receive cash, checks and credit card payments from customers, record the amount received and provide appropriate change, if any.
• Compute or recompute the customer's bill utilizing the dealership's computer system.
• Explain charges in a courteous and knowledgeable manner.
• Issue receipts and paperwork to customers.
• Ascertain and record totals shown on the cash register and verify against cash on hand.
• Handle customer complaints with compassion, integrity, poise, and patience. Refer the customer to the appropriate individual to resolve the problem.
• Work in the DMS to book repair orders to match estimates, verify technician's stories, and print off customer invoices.
• Assist Service Advisors with phone calls, paperwork, and any other duties deemed necessary per Management.
• Communicated with customers to let them know their vehicle is finished.
• Prepare paperwork for customers, and file appropriately with keys by customer's last name or business name.
• Give cash refunds or issue credit for service errors or returned merchandise.
• Assist customers in locating their vehicle.
• Any other tasks deemed necessary per Management.

Qualifications:

High School diploma or the equivalent. Ability to read and comprehend instructions and information. Sales and supervisory experience preferred but not required. One year of experience operating a computer and a cash register. Professional personal appearance and good customer service skills. Must work well with others and with customers. Valid driver's license and good driving record.

Working Conditions:

Will spend time at a desk in an office setting. Will spend a great deal of time doing paperwork. Will spend some time outdoors as needed to ensure that the customer gets into their vehicle. May be required to walk customers to their vehicle or bring the vehicle to the customer. Will work on a computer. Will have personal interaction with sales staff, service technicians, service manager, car porters and customers. Will be exposed to noise, dust, fumes and other hazardous or nonhazardous materials.

We are an Equal Opportunity Employer.