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Overview

Job Purpose:

This individual is responsible for maximizing the efficiency, revenue and productivity of all services offered and achieving the highest levels of customer satisfaction.

Duties & Responsibilities:

▪Manage the work flow from start to finish, including but not limited to: writing work orders, taking phone calls, setting appointments, following up with customers, making and finalizing sales calls, checking out customers, making sure lobby, bathrooms and entry is always clean and tidy, and balancing books at the end of each day. This individual is the customer relations and service representative. It is your responsibility to make sure management goes over weekly/daily sales goals with you. (Ask for numbers if they have not been provided)

▪Responsible for decisions pertaining to the overall workflow through the shop. Including, but not limited to decisions regarding recruitment of techs as needed, what work the techs are capable of completing each day, and when necessary. You will have direct communication with the general service lead regarding every vehicle’s priority.

▪Supervises all shop activities

▪Ensures vehicles are pulled around to appropriate technician and communicates work and realistic time frame clearly to assigned tech.

▪Demonstrate strong knowledge acquired through experience, education or training

▪Maintain working knowledge of all vehicles on the lot and follow up.

▪Educate our customers on the maintenance and safety on their vehicles and assist service advisors with this knowledge.

▪Sustains open positive communication between the front of the shop to the back of the shop.

– Inventory/parts ordering and receiving

-Monitoring cell phone usage and employee downtime.

▪Maintain a current working knowledge of services offered/new technology and shop/industry updates. This includes maintaining a current ASE certification directly related to job skills, as supported by the Auto Doctor.

▪Always conducts themselves in the most professional manner with the highest integrity.

▪Service managers must have practical experience in vehicle servicing and repairs, together with experience in supervising technicians, making sure service advisors and technicians are adhering to all policies and providing the BEST service possible to our customers.

□          Provide and explain estimates.

□          Identify and prioritize vehicle needs and/or service recommendations. Know when to call the main shop over for assistance.

□          Customer communication is a priority. Address original & follow-up concerns with customers.

□          Communicate the value of related and additional services, including all major services.

□          Overcome objections/finalize sale.

□          Perform customer follow-up.

□          Handle customer relations and complaints

□          Review customer vehicle service history EVERY TIME. Teach and make sure advisors are doing this

□          Establish and maintain positive relations with customers.

□          Educate customers on care of their vehicles and educate service advisors as they are the face of The Auto Doctor.

▪Any other duties as assigned by management.

Working Conditions and Uniform:

  • Working conditions: Front counter to back shop.
  • Professional and clean appearance
  • Clean and neat Auto Doctor uniform

Competencies Required:

  • Excellent Communication Skills
  • Superior Customer Service Skills
  • Supervisory Skills
  • Automotive Knowledge
  • Proven Sales Skills
  • Team Building
  • Computer literate
  • Phone Skills

Physical Requirements:

  • Requiring high energy and ability to move about the entire shop and grounds quickly.

Legal Requirements:

  • Willing to submit to random drug tests
  • American Citizen or work permit

Minimum Education and Experience

Education Required: None
Minimum Hourly Wage: 25
Maximum Hourly Wage: 30
Accessible by Public Transportation: Yes