Summary:

Sells and schedules needed service work in the service department. Promote and attain dealership standards for superior workmanship.

Essential Duties include the following:

• Schedule service appointments.
• Obtain customer and vehicle data prior to arrival when possible.
• Greet customers in a pleasant and timely manner and obtain vehicle information.
• Write up customers’ vehicle problems accurately and clearly on the repair order.
• Test drive the vehicle with the customer as needed to confirm the problem or refer to the test technician.
• Refer to service history, inspect vehicles, and recommend additional needed service.
• Advise customers on the care of their vehicles and the value of maintaining their vehicles in accordance with manufacturers’ specifications.
• Provide a complete and accurate written cost estimate for labor and parts.
• Establish “promised time.” Check with the dispatcher if necessary.
• Obtain customer signature on repair order; provide customer with a copy.
• Establish customers’ method of payment. Obtain credit approval if necessary.
• Notify dispatcher of incoming work.
• Check on progress of repair throughout the day. Contact customers regarding any changes in the estimated or promised time, explain cost and time requirements in detail, and get proper authorization before any additional repairs are performed.
• Review repair orders to ensure that work is completed and additional work and authorization is noted. Close repair order as appropriate.
• Ensure that vehicles are parked in assigned areas. Make sure that all vehicles are locked and all keys are marked and put away correctly.
• Explain completed work and all charges to customers.
• Implement a quality control process to eliminate comebacks.
• Handle telephone inquiries regarding appointments and work in progress.
• Inspect all vehicles for bodywork, inform customers if work is needed, and provide an estimate.
• Keep service department forms, menus, and pricing guides up-to-date.
• Implement and maintain a service marketing program.
• Supervise all cleaning and prepping of new and used vehicles.
• Keeps the work area neat and clean.
• Exhibit a high level of commitment to customer satisfaction. Maintain a minimum customer satisfaction standard equal to or above the manufacturer expected average.

Additional Responsibilities:

• Adherence to all attendance and punctuality standards.
• Adherence to timekeeping standards; Employees are required to record the beginning and ending times of any shift, meal break or departure from work for personal reasons.
• Understand and follow all work rule policies and procedures.
• Follow the Code of Business Ethics and Conduct.
• Maintains a professional clean and pressed business appearance as determined by dealership management.