Requistion Title Lead Service Advisor

Responsibilities

People:

• Manages all incoming service customers in the drive lane area
• Trains and coaches Advisors by utilizing established processes and procedures to ensure they are knowledgeable and compliant with Keep You Camping™ standards
• Support Advisors by helping them to prioritize their daily workload on a one-on-one basis
• Conducts employee performance recaps for the Service Advisors to ensure the established Keep You Camping™ standards are being met
• Teaches sales techniques to maximize daily service growth

Reporting and Auditing:

• Generate daily reports for Service Advisors to identify any open work orders with completed labor that need to be closed
• Review A/R reports to identify any outstanding balances that need to be addressed
• Ensures that Services Advisors keep a current and accurate log
• Review the accuracy of each work order prior to dispatching the work order to the shop
• Quality controls the completed unit with a shop team member (tech or foreman) prior to the customer walking through the unit

Communication:

• Act as the primary contact to the Service Manager for the Advisors and disseminate necessary information to the service team
• Facilitate the quality and efficiency of daily morning meetings to establish a daily game plan
• Attend scheduled training, coach and mentor Advisors for continued development

Customer

Experience:

• Support and coach Advisors in attending to escalated customer complaints, ensuring that a high level of customer satisfaction is obtained during the resolution process
• Responsible for setting a customer-centric culture and holding team members to those standards

• Experience with RV or Automotive Service Writing.
• Previous customer service experience is required.
• Ability to multitask and complete tasks in a timely and efficient manner.
• Must be extremely detail oriented and organized.
• Familiarity with MS Office Suite.
• Valid driver’s license.

General RV offers a comprehensive benefits package that includes medical, dental, vision, life insurance options, paid vacations and a 401k with company matching.

General RV was founded when Abe Baidas converted a Detroit gas station into a small RV sales and manufacturing facility in 1962. From those humble roots, we’ve grown into the nation’s premier RV dealer. We’ve helped millions of families experience the RV lifestyle. With the support of our talented employees, General RV now operates multiple Supercenters across the country in addition to an inspection facility in Indiana.

We are proud of our history and are now in the third generation of family ownership. Since 2014, General RV Center has been named by Crain's Detroit as one of Michigan's largest and fastest-growing privately held companies.