Service Advisor - HONEST 1 AUTO CARE SPRING HILL

AUTOMOTIVE SERVICE WRITER / SERVICE ADVISOR We first are a value based company as shown by our name. We give and expect the utmost level of integrity and honesty in all dealings with other employees, with our customers and with the Honest-1 management. Integrity is core to our business and working as an Honest-1 employee. Work someplace you can trust AND enjoy!

Number 1 duty – Ensure the customer has an excellent experience.

ï‚· Answer all phones per the H1 practices.

 Ensure the “Speed of Service†and “Always say Yes†practices are honored and maintained.

ï‚· Follow a set list of actions to greet, inform, and keep appraised our customers when they enter our store.

 Become fully competent in all of the store’s software – Protractor/AV/CC/others.

 Complete all WO’s per procedure.  Order all Parts for work to be completed. (Working with the tech to ensure correct parts)

ï‚· Follow all processes/scripts to facilitate customer through our service process.

ï‚· Serve as a liaison between the customer and the technicians o Work with the Technician to decide what should repair/maintenance issues should be discussed with the customer. o Take the customer back to the car and with the Tech go over services for waiters.

ï‚· Sale to the customer services that are believed to be of value to the customer. This is a sales position as well as a customer service position. We do NOT do hard selling but we must sale to the customer value services.

ï‚· Remain involved with delivery of vehicle to customer upon completion to assure all customer concerns can be addressed.

ï‚· Provide concierge support for all owner inquiries, whether phone or in person, to assure the customer does not get mishandled.

ï‚· Spend quality time building relationship with the customer. We want to earn the customers trust!

 Know the product well enough to answer characteristic and operational questions regarding the customer’s vehicle.

ï‚· Work with the other SAs and Center Manager to improve your own performance and those of the entire team. This will include items such as weekly reviewing phone calls, reviewing work orders, inspection sheets, etc.