What are the responsibilities and job description for the Service Consultant - Jaguar Land Rover West Broward position at Warren Henry Automotive Group?
Position Overview
Our Jaguar Land Rover West Broward store is seeking to add a Service Advisor to the team!
This position functions as the face of the service department greeting customers as they arrive to the service drive providing excellent customer service and determining what the service needs of the vehicles are.
Benefits:
- Medical, dental, vision insurances
- Company-paid life, AD&D and disability insurances
- 401(k) retirement plan with employer contributions
- Paid time off
- Awesome culture
Responsibilities
- Maintain Customer relations with all existing and future clients.
- Attempt to resolve any customer concerns or seek the appropriate management contact to assist.
- Plan and coordinate known appointments that will be arriving the next day.
- Set appointments using the Xtime center and maintain the service reservations.
- Answering service calls and following up in a timely manner.
- Maintain department and customers service files and review for accuracy before sending to final scanning.
- Greet customers, obtain and verify customer information and vehicle data, retrieve service history and follow the service consultant process manual.
- Prepare all pickup and delivery clients and have ready for the drivers. Refer to pickup and delivery process manual.
- Promote the sales of labor, parts, sublet services and accessories to meet the customer’s needs.
- Provide customer with accurate estimates and completion times.
- Obtain customers signature on all repair orders, document agreements, and credit card payment slips.
- Verify that all quality control standards have been met and vehicle has been washed before contacting customer.
- Follow up with all aging repair orders and provide daily explanation to Service Manager for any repair order open longer than 4 days.
- Maintain a customer satisfaction inquiry score above national average.
- Capture valid customer emails and maintain a CSI email capture rate higher than the national standard.
- Maintain a follow up system for special ordered parts or vehicles that will need additional future repairs.
- Maintain all applicable certifications and keep continuing education up to date with TOE and dealer standards.
Qualifications
- High school diploma or general education degree (GED).
- Three years’ experience writing service with a highline dealership.
- Valid Driver’s License
- Ability to read, write, reasonable spelling skills for writing repair orders and communicating professionally with email.
- Ability to effectively present information and respond to questions from management, employees and customers.
- Ability to calculate figures and amounts such as discounts, taxes, and percentages.
- Ability to apply common sense understanding to carry out instructions, tasks, or handle any customer situation.
- Ability to apply creative problem solving for any customer issue or concern and decide if further escalation is necessary.