Service Advisor

DEPARTMENT: Service

REPORTS TO: Service Manager

DIRECT REPORTS: Porters, all Technicians (Detail/Lube/Pro)

STATUS: Full-Time

CLASSIFICATION: Exempt

POSITION SUMMARY:

The Service Salesperson is responsible to facilitate vehicle inspections, maintenance, and repairs that meet manufacturer recommendations, safety and warranty requirements assuring dependability and reliability, delivering our mission and departmental budget objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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  Nurture a culture of extraordinary customer and associate experiences.

  
  


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  Execute consistent processes to assure favorable customer and associate experiences.

  
  


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  Directly interact with customers to achieve objectives.

  
  


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  Monitor and manage vehicle workflow within industry benchmarks.

  
  
  
  
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    15-20 repair orders per person per day

    
    
  
  
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    <10% daily carryover of repair orders

    
    
  
  
  
  


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  Exceed TMS regional average customer retention benchmark.

  
  


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  Exceed TMS regional Total Loyalty Experience (TLE/CSI) benchmark.

  
  


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  Manage and report daily, weekly, monthly productivity toward specific dealership objectives.

  
  


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  Monitor, manage and maintain accurate paperwork, warranty administration, monies, tech time, etc.

  
  


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  Report progress, challenges, options, and solutions to assure outstanding results.

  
  


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  Continuous product knowledge and professional skills education.

  
  


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  Drive and park vehicles.

  
  


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  Execute customer car washes.

  
  


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  Other duties as assigned.

  
  

MINIMUM QUALIFICATIONS:

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  Prior recognitions of achievement and performance.

  
  


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  High energy, likable persona.

  
  


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  Positive, competitive, and persistent attitude.

  
  

COMPETENCIES, PREFERRED KNOWLEDGE, SKILLS, ABILITIES: 

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  Problem resolution skills to realize excellence in all facets of the business.

  
  


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  Respectful embrace of digital retailing, technology utilization and customer service.

  
  


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  CDK, TMS, and prior position experience is preferred but not essential. 

  
  

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

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  Extensive walking, standing, driving vehicles, occasional lifting (<25 pounds)

  
  


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  Fast pace, multi-tasking.

  
  


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  Extensive personal interactions and communication.

  
  


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  Efficient use of software, technology, and data-entry.

  
  

POSITION TYPE AND EXPECTED HOURS OF WORK:

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  Hours may vary daily to meet business demands.

  
  


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  Typical schedules run 8 to 10 hours five or six days a week.

  
  


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  Schedule flexibility is helpful

  
  

COMPENSATION, BENEFITS AND REWARDS:

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  This position is compensated by commission and bonuses, targeted at 5% of parts and labor sales.

  
  


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  This position offers a weekly draw against future earned commission and bonus.

  
  


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  Benefits are outlined in the handbook.

  
  


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  Outside (manufacturer) rewards and bonuses may be offered from time to time.

  
  


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  Compensation is detailed in a separate document.

  
  

TRAVEL

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  Must be able to travel as required.