SERVICE ADVISOR

POSITION SUMMARYThe Service Consultant is responsible for establishing rapport and trust with the customer. Because of this person's knowledge and understanding of automotive systems, he/she diagnoses vehicle problems by listening to the customer describe them and by asking probing questions. This person road-tests customer vehicles to confirm the diagnosis of a problem and, after service, to ensure that repairs have been completed. The Service Consultant maintains extensive contact with the customer, phoning to provide estimates on service and repairs before the job is begun, explaining the appointment/scheduling system to customers, and establishing with customers the method of payment for a repair (cash, warranty, etc.). This person constantly communicates with the technicians to obtain information on needed vehicle repairs. Also, the Service Consultant offers additional maintenance and repair services to the customer when appropriate. In large part, this person should be capable of working without close supervision, managing his/her own time and workflow.Functions:Customer RelationsSales/MarketingInterdepartmental RelationsCollecting Diagnostic Information, Quality AuditingProcessing Service InformationSchedulingWork Orientation Factors:Much customer contactsContact with customers from a variety of backgroundsProfessional image essentialConstante interruptionMuch contact with people in all dealership departmentsWhat the Worker is LikeThe Service Consultant typically comes from the ranks of Technicians in the Service Department if hired from within the dealership. He/she is a decisive and technically knowledgeable person who is genuinely customer-oriented and has the ability to readily establish rapport and trust with customers as well as a strong interest in exceeding the customer's expectations. This person must be capable of handling dissatisfied customers and customers who are confused about repairs and costs of service. The Service Consultant must have strong organizational skills and the ability to schedule jobs and Technicians under time pressures. In addition to being able to work cordially with customers, this person must also work congenially with other team members, with Technicians, and with other departments within the dealership.What the Work is LikeThe position of Service Consultant has as its major responsibility the task of satisfying customers by expediting the repair and service of their vehicles within an expected length of time and at an expected cost. Under time pressures, the Service Consultant must be able to be patient in listening to customers describe vehicle problems. This person must then diagnose the problem and the appropriate work involved in the repair and must accurately record the problem and authorized repair on the work order so that the Technician understands what to do. This position requires accuracy, detail-oriented work, and clear communication with other team members and departments in the dealership. The position requires the continuous updating of technical knowledge by reading service bulletins and consulting with the technicians. This position also requires genuine concern about the satisfaction of the customer, as evidenced by consistent follow-up with customers.Management/Business Skills Required:Ability to meet and greet customers with courtesy and efficiencyKnowledge of appropriate telephone techniquesAbility to answer customers' questions on the phoneAbility to encourage vehicle service/maintenance and problem prevention with customersKnowledge of automotive systems and ability to explain systems and repairs to customers of varying levels of technical understandingAbility to properly document customer concerns on repair ordersKnowledge of warranty and service/insurance policiesAbility to readily work with numbers, mathematics, high dollar amountsAbility to estimate time of service or repair job for purposes of efficient schedulingPeople with a criminal record are encouraged to applyWork Location: In person #J-18808-Ljbffr WINNER CHEVROLET - WILMINGTON