Service Consultant - Kayser Janesville Chevrolet Buick GMC

$60-$75K Annually

MAIN OBJECTIVE:  The Service Consultant is responsible for scheduling service work in the service department and for selling additional needed service to customers.  Fixing the vehicle right the first time and overall dealership satisfaction are our ultimate goals.

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.

• Valid Driver’s License
• Must maintain condition of insurability through our current liability insurance carrier
• Minimum of a high school diploma or equivalent
• Ability to read and comprehend instructions and information

• Excellent oral and written communication and human relations skills
• 2 years’ experience management related field
• Ability to multi-task in fast-paced environment
• General knowledge of vehicle mechanical operations
• Sales experience preferred
• Professional appearance and attitude 
• Excellent organizational skills
• Computer knowledge
• Must have basic mathematical skills (must be able to add, subtract, and work with fractions and percentages)

Essential Duties:

• Greet customers in a timely, friendly manner
• Maintain Customer Satisfaction Index rating at least comparable to that of the manufacturer, zone or branch average
• Maintain a dealership prescribed standard for “hours per customer repair order written”
• Ensure that all documents are accounted for and properly filled out as required (i.e. repair orders, invoices, VISS, extended rental forms, extended warranty forms and authorizations, MPVI)
• Accomplish the forecasts that has been established by the Service Manager and/or Dealer
• Schedule appointments using dealership approved reservation system
• Implements and maintains an effective and timely dispatch system of jobs to be worked on to the appropriate technician
• Communicate with service customers to determine the nature of the mechanical problem(s), understand what is their primary concern and properly document these concerns onto the repair order and provide estimate of repairs needed
• Test drive the vehicle or refer the test drive to the 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)
• Complete an engine inspection of every vehicle for any additional services needed.  Review at time of write-up with customer, or if necessary contact the customer later by phone for approval
• Establish each customer’s method of payment.  Obtain approval of credit, if necessary
• Establish “time promised” at time of reservation using dealership approved reservation system
• Obtain customer’s signature on repair order or equivalent; provide customer with a copy
• Follow up progress of each repair order during the day.  Contact customers regarding any changes in the estimate or time promised.  Record changes on repair order in the approved fashion
• Handle telephone inquiries regarding work in process and appointments (Goal: phones should be answered within 3 rings)
• Compare final invoice with original repair order
• Deliver vehicle to customer explaining repairs and answer any questions
• Contact customer when additional items are found to be in need of repair and provide an estimate of the repair
• Maintain follow up program on declined repairs using Dealership approved System to document
• Use pricing guides, maintenance menus, and other service department forms as needed
• Prioritize and log all comebacks to ensure proper and prompt attention
• Ensures that technicians follow warranty material disposition procedures
• Contact special order parts customers immediately upon receipt of parts orders to schedule appointment before shift end
• Transfer all carryover/WIP to next day’s route sheet and communicate with back-up as needed
• Work Saturdays from 7 AM – 12 PM as part of service consultant rotation
• Advises Service Manager of repetitive parts shortages and declined sales due to noncompetitive pricing
• If time, inspect all vehicles for bodywork, notify the customer that the work is needed, and provide an estimate for body shop work
• Maintains facilities and equipment, ensuring cleanliness and safety.
• Understands, keeps abreast of, and complies with federal, state, and local regulations that affect the Service department operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.…
• Maintains a professional appearance and attitude
• Attends departmental meetings
• Other duties as assigned
• Understands, keeps abreast of, and complies with all company policies and guidelines as written in our company handbook.