Service Advisor/ Customer Service Representative

Do you love people? Do you love helping people? Do you consider yourself a multi-tasker? Are you often told you have a great personality? Call or Text 618-615-1249 https://wrenchway.com/shops/hales-automotive

We have a great opportunity for you…Our growing auto repair facility is in search of someone with these qualities looking for an opportunity to put their qualities to work for earnings and advancement potential. Our company prides itself in its people and our mission is to provide a superior level of service and peace of mind in the auto repair industry. We live this out by serving others with honesty and integrity and know that the work we do must be well above “good enough” and so we strive every day for this higher standard. We are looking for someone who shares this same vision and would like to work along side us to make it happen.

• Competitive wages
• 5 day work week- No Weekends!
• No late hours
• Enjoyable work environment

If you like interacting with people and have sales skills or experience in sales we have an opportunity for you. Sales experience in the automotive field is preferred but not necessary.

**If we have what you are looking for please forward your resume or letter, outlining your training, work experience, certifications and availability to the email in this ad. Your information will be kept confidential and we will not contact any employers or references without first obtaining your permission.

Mevert Automotive at Hale's Service Advisor

408 North Court

Marion IL 62959 Supervisor: Owner

Duties and Responsibilities:

√Increase customer satisfaction by building customer relations

√ Maintain the company’s standards for ethical business practices, professional image, orderliness, Customer Service, and good employee and community relations.

√ Provide each customer a complete assessment of their vehicle thereby providing the customer a clear presentation of their vehicle’s needs & maximizing sales opportunities.

General Qualifications:

• Able to keyboard 40 words per minute
• Possess computer skills and ability to adapt to company systems- operate management system to process 10 customers per day at current ARO
• Able to operate photocopier, calculator, phone system, credit card machine and related business equipment.
• Willing to complete accredited training in SA skills
• Maintain neat and organized work area that lacks excessive paper clutter
• Possess a valid state driver’s license and be insurable. (issued in state of employment) Notify employer immediately if driver’s license status changes.
• Ability to speak, read and write English language
• Ability to speak tactfully under pressure. Never use profanity and maintain composure.
• Able to make decisions in accordance with company policy and Customer Service expectations
• Possess good salesmanship skills- produce a minimum of $20,000 gross profit dollars per month
• Possess good telephone skills and voice by following company phone answering procedures.
• Willing and able to complete and pass ASE Service Advisor test.
• Possess good people skills.
• Source parts for jobs accurately and timely

Specific Responsibilities:

• Hand out referral cards- minimum of 7 cards given to every 10 customers (advisor closing the repair order)
• Acquire email address (or update email address) or note reason for declined email address from every customer
• Attend meetings as required by management.
• Attend training as required by management- minimum 20 hours of training per year.
• Notify management of possession/use of illegal drugs by customer(s)/employee(s).
• Willing to participate in office cleaning day once per year.
• Maintain less than 1% rate of customer complaints/comebacks
• Maintain and average labor sales per repair order of 2 hours
• Maintain an average repair order dollar average of $500.00 minimum.
• Handle customer complaints according to standard operating procedures.
• Perform walk-around on those customers who have car in parking lot and are asking about appointment- noting damage, scratches, missing hubcaps etc.- performed according to walk-around procedure
• Park and lock all vehicles in an orderly fashion in designated areas.
• Schedule adequate time for repairs/maintenance and secure additional time when up-selling or as needed.
• Assign original technician performing repairs on all comeback jobs.
• Maintain work order rack and keep updated as to order of work performed and note any special instructions on work order.
• Greet customers promptly and courteously- acknowledge all customers within 10 seconds of their arrival.
• Describe customers requests/symptoms accurately and legibly on repair orders- use customer questionnaires and diagnostic sheets as needed
• Review initial diagnosis with customer and inspection results, estimate costs and completion times, ask for payment type when given authorization to repair.
• Identify and give special attention to repeat repairs.
• Review work-in-process minimum of 3 times per day to see that repairs are being performed properly and time schedule is being met. Inform customers if delays are expected or additional work is needed.
• Under promise- Over deliver- follow through to make sure any promises made are kept.
• Assist in maintaining company files, appointment schedule and follow up programs.
• Review entire repair order with customer at delivery- verify customer understands all charges.
• Offer customers the use of company loaner vehicles and complete loaner car form and obtain information from customer. Verify availability of loaner.
• Determine warranty coverages and verify pertinent information for warranty eligiblility.
• Verify an allotted sold time accompanies every labor entry on repair order. Reconcile every repair order on sold time vs. actual time when closing repair order.
• Obtain customer’s signature on every repair order.
• Obtain VIN# from every vehicle and enter all information into management system. Include all specific notes from vehicle
• Acquire minimum of 2 online directory reviews per month.
• Monitor company email for service appointment requests and other notifications- reply to service request within 12 hours.
• Maintain minimum 1 post per week on Facebook.

This position will be expected to perform other duties as assigned by management. The company reserves the right to modify this job description as business needs require.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan

Day range:

• Monday to Friday

Shift:

• Day shift

Ability to Relocate:

• Marion, IL 62959: Relocate before starting work (Required)

Work Location: In person