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.

High school diploma or the equivalent.

Driver’s License

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

• 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 through lunch hour as required.

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

Devote themselves to ensuring complete satisfaction of 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 workflow 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…