Current Openings at Fagan

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REVISION DATE:  July 2010

TITLE: Service Sales Assistant 7:00 - 5:30PM

REPORTS TO: Service Manager

MAIN OBJECTIVE:

The Service Sales Assistant is responsible for greeting customers and assisting them with any service needed. It is also their responsibility to cover the other Service Advisors when they are on Vacation, Sick, etc.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Valid Drivers License
• Must maintain condition of insurability through our current liability insurance carrier
• Minimum of a high school diploma or equivalent
• Ability to read and comprehend instructions and information
• Excellent oral and written communication and human relations skills
• 2 years experience in a dealership position or equivalent
• General knowledge of vehicle mechanical operations
• Sales experience preferred
• Professional appearance and attitude
• Excellent organizational skills
• Computer knowledge
• Must have basic mathematical skills (must be able to add, subtract, and work with fractions and percentages)

ESSENTIAL DUTIES:

• Greets all customers entering the service area with a friendly upbeat attitude, answers their questions, and directs them to the appropriate person or location
• Determines if customers coming into service have an appointment
• Controls service traffic flow and parking
• Assist in Daba Lube Trays
• Maintain Customer Satisfaction Index rating at least comparable to that of the manufacturer, zone or branch average
• Answers incoming phone calls
• Schedule appointments using dealership approved reservation system
• Manages overflow and non-appointment traffic in service drive
• Assigns self written ROs to appropriate team or technician
• Washes customer vehicle when needed
• Drives customer shuttle when needed
• Advises Service Manager of repetitive parts shortages and declined sales due to noncompetitive pricing
• Work Saturdays from 8am-12pm as part of service consultant rotation
  
• Fill in for Service Advisors as needed and is required to:
• Implements and maintains an effective and timely dispatch system of jobs to be worked on to the appropriate technician
• Communicate with service customers to determine the nature of the mechanical problem(s), understand what is their primary concern and properly document these concerns onto the repair order and provide estimate of repairs needed
• Test drive the vehicle or refer the test drive to the technician as necessary
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers specifications, using maintenance menus (if applicable)
• Maintain a dealership prescribed standard for hours per customer repair order written
• Ensure that all documents are accounted for and properly filled out as required (i.e. repair orders, invoices, VISS, extended rental forms, extended warranty forms and authorizations)
• Provide a thorough inspection of the engine for additional repairs needed.  Review at time of write-up with customer, or if necessary contact the customer later by phone for approval
• Establish each customers method of payment. Obtain approval of credit, if necessary
• Establish time promised at time of reservation using dealership approved reservation system
• Obtain customers signature on repair order or equivalent; provide customer with a copy
• Follow up progress of each repair order during the day. Contact customers by telephone, e-mail, or text messaging as requested regarding any changes in the estimate or time promised. Record changes on repair order in the approved fashion
• Handle telephone inquiries regarding work in process
• Compare final invoice with original repair order
• Deliver vehicle to customer explaining repairs and answer any questions
• Maintain follow up program on declined repairs using line 20 in ERA System to document
• Prioritize and log all comebacks to ensure proper and prompt attention
• Before shift end transfer all carryover/WIP to next days route sheet and communicate with back-up as needed
  
• Maintains facilities and equipment, ensuring cleanliness and safety.
• Understands, keeps abreast of, and complies with federal, state, and local regulations that affect the Service department operations, such as company policies, hazardous waste disposal, OSHA Right-to-Know, etc

ADDITIONAL RESPONSIBILITIES AND PERFORMANCE STANDARDS:

• Maintains a professional appearance and attitude
• Attends departmental meetings.
• Other duties as assigned.
• Understands, keeps abreast of, and complies with all company policies and guidelines as written in our company handbook.

PHYSICAL DEMANDS:

Will spend eight hours or more a day moving throughout the Service department. Will stoop, kneel, crouch, crawl, reach, handle, and feel. Will be required to lift up to 50 pounds. Will use hand and power tools and engage in repetitive actions on occasion. The physical demands described here, and throughout this job description, are representative of those that must be met by an employee to successfully perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

Will be exposed to noise, dust, exhaust fumes, paint and other hazardous and non-hazardous materials. Will encounter slippery floors and other potentially hazardous conditions. The work environment characteristics described, here and throughout this job description, are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.