Findlay Chevrolet - Automotive Service Advisor (GM) - Findlay Chevrolet

DUTIES AND RESPONSIBILITIESa (continued):

Handling Pressure

Principal Duties and Responsibilities:

·         Effectively handles and implements changes in Service Department.

·         Shifts priorities and goals as work demands change.

·         Maintains composure and courtesy in dealing with customers and fellow employees.

Additional Duties and Responsibilities:

·         Ensures that work is completed on time and as requested.

·         Explains the need for additional or unanticipated services and associated cost to the customer.

Managing Complexity

Principal Duties and Responsibilities:

·         Acts quickly to implement plans; organizes work efficiently; follows up to ensure successful implementation.

·         Monitors workload (and if appropriate schedule workload) to determine amount of work that can be accommodated in Service Department (e.g., flat rate hours available to sell, shop capacity, services in customer demand, etc.)

·         Identifies and supports opportunities for methods/process improvement (e.g., tracking drive fill rates, monitoring part delays, and FIRTFT parts availability scores).

·         Maintains an effective appointment system to verify customer problems, recommend/sell additional services, and properly and accurately communicate customer concerns.

Additional Duties and Responsibilities:

·         Maintains and updates customer records and files.

·         Identifies ways to improve operations and customer service.

·         Makes policy adjustments within the guidelines and budgets established by management.

Applying the Basics

Principal Duties and Responsibilities:

·         Uses computer systems to look up customer's service history, schedule appointments, enter repair order information, and manage information.

·         Makes certain that time ticket information is complete and accurate so that technician productivity can be monitored, customer delays eliminated, and repair services reconciled.

·         Follows all service department policies and procedures.

Additional Duties and Responsibilities:

·         Maintains an awareness of, and complies with, safety regulations and hazardous waste disposal.

·         Makes warranty and billing adjustments.

·         References existing manuals, publications, and other written documents to obtain needed information.

Understanding and Using Business Knowledge

Principal Duties and Responsibilities:

·         Utilizes basic technical knowledge to develop potential cause of problems.

·         Provides additional vehicle information to technicians as needed.

·         Explains technical information about repairs to customers.

·         Suggests additional services that service department offers.

Additional Duties and Responsibilities:

aResponsible for other duties as assigned and/or required by business need.

SKILL REQUIREMENTS

Skills required to perform principal/additional duties and responsibilities:

Achieving High Standards focuses on ensuring customer satisfaction, getting results, getting details right, and displaying professionalism and integrity.  This involves anticipating customer needs and seeking solutions to satisfy customers, achieving or exceeding sales and service goals, showing concern for all aspects of the job no matter how small, following ethical standards set by the company, and acting in a professional manner.

Working Effectively with Others focuses on valuing teamwork, listening, speaking, and writing effectively, and using these communication skills to influence customers and to ask probing questions about customer problems and needs.  This includes being aware of the impact of one’s own behavior on others and using appropriate communication styles with others.

Handling Pressure focuses on adapting to change, maintaining composure, resolving conflicts and multi-tasking.  This includes changing work priorities or procedures in response to changing conditions and multiple work demands, maintaining performance under stress or opposition, remaining sensitive to time deadlines, keeping a positive and professional demeanor, analyzing all viewpoints objectively, and shifting between two or more activities while maintaining high levels of quality.

Managing Complexity focuses on planning and prioritizing, analyzing problems, and making decisions.  This includes accomplishing goals and meeting deadlines, customer handling, and business growth; recognizing problems; and determining relationships between “cause” and “effect.”

Applying the Basics focuses on referencing written information, applying basic math skills, using computer and technical systems, completing forms, and learning new procedures.  This includes using computer systems to access and input information, learning new information, and completing repair orders or other forms to the specifications of the dealership.

Understanding and Using Business Knowledge focuses on applying general technical knowledge and using knowledge of dealership operations.  This includes understanding general technical areas associated with auto repair, willingness to increase knowledge in order to ensure proper repair, and using skills to carry out company policies, build customer loyalty, and assist in controlling costs.

EDUCATION/CERTIFICATION REQUIREMENTS

Education, training and/or state/national certifications should clearly demonstrate the possession of the knowledge and skills stated above. 

·         High School/GED preferred

·         Some college or automotive/vocational training preferred

·         Driver’s license preferred

·         ASE certification preferred

EXPERIENCE

·         2 years experience in a dealership as a service advisor

PHYSICAL REQUIREMENTS:                               WORKING CONDITIONS:

USUAL HOURS OF WORK