Express Advisor

Dealership:L0405 Suburban CDJR Farmington Hills

What You'll Do

• Answer incoming telephone calls in a friendly and professional manner in accordance with Incoming Telephone Calls standards (ITC).

• Follow the Initial Customer Contact (ICC) process:

• Greet customers in a friendly and professional manner.

• Identify, confirm and offer resolution to customer concerns.

• Communicate with customer what needs to be done, how much it will cost and when service will be complete.

• Assess customer needs by conducting a vehicle walk around.

• Attain agreement from customer for service needs.

• Offer a multi-point inspection.

• Write accurate repair orders using ADP system.

• Follow the Interim Customer Contact (ICC2) process:

• Provide estimates that are accurate and support upfront pricing guarantee.

• Obtain approval to review findings of multi-point inspection and associated prices.

• Obtain approval to proceed with Additional Service Requests.

• Dispatch repair orders to technicians following department dispatch policy and utilizing cost control methods.

• Communicate with technicians to gain clear understanding of services required and/or performed.

• Follow-up with customer during repair/servicing of vehicle so they are aware of status.

• Follow the Customer Delivery (CD) process:

• Receive and process cash or credit payment for all services performed.

• Upon completion of service promptly and professionally deliver vehicle to customer.

• Ensure the Sales 2 Service process is completed thoroughly by welcoming the customer and explaining what we will provide them.

What You'll Bring

• Strong attention to detail

• Sense of urgency

• Excellent communication

• Typing – ability to type efficiently in order to enter repair orders.

• Mathematics – calculating service costs and counting change.

• Basic computer skills

• Acceptable driving record and a valid driver's license in your state of residence.

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