Service Advisor

Qualifications

• Other
• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• Excellent communication skills.
• Ability to meet company's production and quality standards.

• Surroundings – spend time indoors in air-conditioned areas.
• 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 – over 50 lbs infrequently
• Reaching and/or lifting overhead – on a regular basis
• Climbing – stairs
• Repetitive hand/finger movement – on a regular basis
• Grasping/grabbing with hands – on a regular basis
• Pushing and Pulling – on a regular basis

• General Expectations
• Devote himself/herself to insuring satisfaction to customers.
• Determine management, production and quality requirements by asking questions and listening.
• Attend company meetings as required.
• Maintain a follow-up system that encourages follow through with assigned projects.
• Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
• Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
• Understand the terminology of the business and keep abreast of technology changes in products and services.
• Know and understand the federal, state and local requirements which govern the company’s business.
• Follow lawful directions from supervisors.
• Understand and follow work rules and procedures.
• Participate in performance management.
• Interact well with others and be a positive influence on employee morale.
• Uphold the company’s non-disclosure and confidentiality policies and agreements.
• Work evening, weekend and holiday work hours as required.

• Job-Specific Expectations
• Sell dealership products and services to each and every customer in the sales drive and by telephone, internet or other contact, regardless of whether the customer is seeking service or repairs under warranty.
• Coordinate with the Service Manager to set and meet sales quotas and goals, with respect to average dollars per Repair Order and Penetration percentage on sales.
• Introduce customers to products and services not offered through warranty and/or pre-paid service plans and ask for their commitment to purchase.
• Utlize time effectively in meeting the customer's needs and soliciting sales.
• Consistently use established procedures, such as tagging and proper storage, to provide for fast and effective handling of warranty items.
• Make sure that customers are aware of the features and benefits on all products and services you are selling.
• Consistently use established procedures to complete all sales and repair papework correctly and on time.
• Effectively use the computerized system, keeping it current and meeting profit goals.
• Actively develop prospects.
• Demonstrate to the customer the advantages of products and services compared to other brands and dealerships.
• Effectively cross sell accessories, additional parts, products, repair service, and miscellaneous offerings such as dent/ding repair, windshield repair, wiper blades, tires, etc.
• Be polite and friendly and greet customers promptly. Consistently follow the sales process.
• Verify that customers are qualified for their wants, needs, and ability to buy.
• Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty in order to sell future business and maintain an ongoing sales relationship with the customer.
• Ensure that customers receive consistent treatment by always following the documented procedures.
• Conduct telephone transactions courteously and promptly.
• Utilize a consistent quotation process for sales.
• Consistently contact customers by means of tickler files, mailing lists and personal follow up to promote additional sales and customer satisfaction.
• Determine costs and completion date. Communication expected repair time to customer.
• Analyze progress to maximize efficiency and maintain high quality…