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Service Consultant- Newport Beach, CA in Newport Beach, CA at Fletcher Jones

Date Posted: 11/17/2018

Job Snapshot

Job Description

SUMMARY

The Service Consultant takes care of the customer during the process of repair.  S/he helps determine and isolate and records any problem(s) with the customer’s vehicle.  The successful Service Consultant has two primary functions:  First, diagnose and isolate any problem(s) and/or concerns the customer thinks s/he has with her/his vehicle.  Second, keep the customer informed and happy while her/his vehicle is in the shop.

 

DUTIES AND RESPONSIBILITIES

Maintain Customer Satisfaction Index rating at least comparable to that of the manufacturer, region, and nation.

Establish and maintain good working relationships with customers to encourage repeat and referral business.

Schedule service appointments.

Greet each customer in a prompt, courteous manner 100% of the time.

Communicate with service customers to determine the nature of the mechanical problem(s).

Obtain customer and vehicle data.

Test-drive vehicle or refer to the test 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).

Promote the sale of labor, parts and accessories without losing sight of the fact that you are to be an advisor to the customer.

If additional work is needed, explain the details to the customer, including the additional cost and time considerations.

Notify Group Leader of incoming work.

Indicate on repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in.

Provide estimates for labor and parts.  If the cost of service cannot be established during reception, leave open and contact the customer later, by phone, for approval.

Establish each customer's method of payment.  Obtain approval from warranty company, if necessary.

Establish "time promised."  Check with person responsible for work distribution, if necessary.

Obtain customer's signature on repair order; provide customer with copy.

Follow up progress on each repair order each day.  Contact customers by telephone regarding any changes in the estimate or time promised.  Record changes on repair order in approved fashion.

Handle telephone inquiries regarding work in process and appointments.

Compare final invoice with repair order.

Book all repair orders written up.

Be responsible for quality control, to ensure that work is completed as requested and to reduce comebacks.

Perform walk-around inspection on vehicle at write-up.

Be responsible for quality control, to ensure that work is completed as requested and to reduce comebacks.

Deliver vehicle to customer and answer any questions.

Maintain follow-up program on additional items found in need of repair.

Listen to customer’s needs and concerns.

Assist with handling customer complaints and or misunderstandings with courtesy, tact and in a manner that is consistent with company policies and goals.

Maintain a dealership-prescribed standard for "hours per customer repair order written."

Accomplish the forecast that has been established by the General Manager and Service Manager.

Ensure that all documents are accounted for.

Keep Quick Pricing Guide, Signals Checklist, Maintenance Menus, and other service department forms up-to-date.

Maintain a high degree of accuracy and courtesy.

Perform all duties within required time limits.

Adhere strictly to all company rules, policies and procedures.

Special order parts (which are generally non-returnable) are the responsibility of the service consultant and will be charged to the service department once the order is made.  Use your discretion and only order when it is mandatory and with customer's prior approval. 

Maintain good working relationships with fellow employees.

Offer and provide alternate transportation to customers when needed.

Understand, keep abreast of, and comply with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA right-to-know, etc.

Maintain strict confidentiality of confidential personal information of our customers in compliance with the Federal Trade Commission Safeguards Rule, implementing the provisions of the Gramm-Leach-Bliley Act as they pertain to automobile dealerships.

Perform other duties as assigned.

 

 

Job Requirements

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.

 

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or at least two years related experience and/or training; or equivalent combination of education and experience.  General knowledge of vehicle mechanical operations.  Sales experience preferred.  Will be trained on dealership computer systems.  Valid in-state driver's license.