Express Service Advisor - Honda

Job Title

Primary Duties include the following: Greets and assists customers with questions or requests in a prompt, pleasant and professional manner both in person and over the phone. Recommended phrase would be "Welcome to Zimbrick Honda" Manages a daily flexible schedule of duties, and prioritizes tasks appropriately. Ensures incoming phone calls and e-mails are handled in a prioritized manner. Utilizes assigned work station for most of the daily duties assigned to this position. Ensures correct customer information is listed on repair orders. Updates all incorrect information prior to creating a work order for the vehicle. Follows pre-determined process maps and assigned department procedures to insure uniformity among all employees in the same job position. Updates information regarding the loaner car fleet to ensure accurate tracking of units assigned and/or on loan. Listens to customers' concerns and offers appropriate diagnostic services or repairs to satisfy concerns, such as visual inspection or road-testing vehicle to verify repair needs. Provides accurate estimates for all services or repairs recommended; consults with technicians, parts personnel, or outside vendors in order to clarify any questions or to gather pricing information. Sells the proper repairs and/or services responsive to the customers' perceived needs. Strives to meet or exceed sales objectives set by management. Advises customers on the care of their vehicle and the value of vehicle maintenance in accordance with manufacturer's specifications. Consistently meets and/or Exceeds goals that have been set by the manufacturer for CSE and/or other customer satisfaction related scores. Creates repair orders, schedules service appointments and contacts customers for additional authorization as required. Documents accurate estimates on repair order at time of write up, and consultant as well as customer signs repair order. Completes a walk around of the vehicle at time of service write up, and documents any prior damage concerns on the repair order. Utilizes this opportunity to point out previous damage to owner, as well as an upsell situation for visible service items needed. Contacts customers in a timely manner with special order parts that are received. Returns voicemail and/or e-mail in a timely manner Keeps in constant communication with Technicians regarding repairs and work load in order to maintain a proper flow of repair orders and services to be completed. Notifies customers of any changes in estimate or promised time. Contacts third party (e.g., warranty company) for authorization as required. Coordinates with Parts Department and outside vendors to obtain needed parts for services. Completes active delivery when repairs are completed. Explains repair order in detail and answers any questions or concerns the customer may have. Can be done in person or over phone/e-mail. A process map is in place for proper completion of this task. Handles customer complaints with integrity and poise, and directs them to other employees or departments when necessary in order to maintain customer satisfaction. Communicates with Service Drivers to ensure that all vehicles are parked in assigned areas, locked and all keys are marked and put away correctly. Maintains confidential customer information in accordance with all applicable local, state, and federal laws. Strives for teamwork and clear, professional communication within the department and the organization. Holds regular team meetings. Maintains basic automotive knowledge in order to recommend appropriate repairs or services and to act as a resource for customers. Maintains a professional appearance and a clean and organized work area. Completes training courses as assigned by supervisor and/or required by manufacturer to maintain current knowledge of products and service methods.

Travel Required

No.