Service Advisor - Wheeling, WV Location

Job Description

Job Description

Benefits :

401(k)

Bonus based on performance

Competitive salary

Dental insurance

Paid time off

Vision insurance

Opportunity for advancement

Training & development

Position Summary

Under the direct supervision of Store Manager performs customer service duties to advise and consult customers on vehicle service needs. Builds customer confidence in the company by developing rapport and ensuring quality service. May make suggestions to up-sell product or services.

General Qualifications

Knowledge of computerized sales and marketing software. Knowledge of strategies to provide quality customer service.

A minimum of two years experience in a retail environment, preferably auto / truck tire, lubrication and maintenance.

Customer service skills in a fast-paced, high volume retail environment where tact and diplomacy are essential to sales and store operations. Strong communication skills are essential.

Mental Demands

Learning, thinking, concentration and the ability to work under pressure, particularly during busy times in the store. Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations' situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Essential Functions and Basic Duties

Promptly meets and greets customers in a friendly, courteous, and outgoing manner. Maintains the goal of customer wait time being no more than five minutes at all possible times. May schedule appointments in Point-of-Sale System if customer telephones in the request.

Listens to the customer's reasons for bringing their vehicle to the retail store. Determines the nature of problems by asking tactful but probing questions. Confirms an understanding of the problem by paraphrasing what was heard. Continues to probe for a description of the complaint or malfunction. May make road test or visually inspect the vehicle to ascertain the problem. May raise hood to analyze problem. Conducts a walk around the parked vehicle, which may require bending to visually analyze tires for irregular wear.

Creates Repair Order Request (ROR) detailing service to be performed or merchandise to be sold. Communicates cost of service to customer. May consult service manuals or Mitchell Repair or All- Data to provide estimate of service or repair. Obtains customer approval for service before delivering order to service personnel.

Conveys ROR to Service Manager with detailed instructions on customer requirements and instructions. Interacts with Service Manager to expedite repair orders as needed. Follows up regularly to keep customer informed.

Reviews completed repairs or services performed with customer. Collects payment or obtains credit authorization. Closes work order and generates invoice for customer and store accounting files. Conveys appreciation to customer for business and encourages future selection of company for repair and maintenance needs.

Maintains show room in clean and attractive condition. Periodically changes display and re-stocks display as needed. Adheres to ATI and Carolina BG performance requests if applicable.

Maintains cash drawer in a balanced condition and conforms to company accounting standards. Performs daily cash / sales procedures at close of business day. Assists accounting personnel with any inquiries as requested.

Complies with Company Quality Control Program, Company Safety Policy, OSHA and EPA regulations. Wears safety glasses at all times in shop area.

Adheres to working schedule and utilizes time clock per Company guidelines.

Understands and upholds the Companies mission statement.