Service Porter Greeter - Glendora Chevrolet

Job Title: Service Porter Greeter

Department: Service

Reports to: Service Manager/BDC Manager

FLSA Status: Non-Exempt

Direct Reports: None

Position Description: The Service Porter Greeter services as a front-line representative for the dealership. Responsible for moving service customer vehicles to ensure smooth and efficient traffic flow through the facility and increase customer convenience and maintaining an orderly service parking area. This position always greets customers in a courteous and friendly manner. The Service Porter Greeter must always present a professional appearance and attitude. In addition, he or she performs clerical and administrative duties for the Service department.

Duties & Responsibilities: 

The primary duties consist of but are not limited to the following.

• Greets service customers and begins the repair order write up process
• Assist with service customer vehicle status updates, during the maintenance process.
• Validates customer information is current and correct in dealership systems.
• Maintains the flow of the service drive.
• Communicates with service advisors to ensure efficient vehicle check ins/outs to ensure customers concerns/questions have been answered with satisfaction.
• Manages all required paperwork and records and prepares documentation (forms, reports, etc.) when needed.
• Continually learn about product updates, features, accessories, inventory, and their benefits to the customer.
• Realize that business is built on customer satisfaction and be devoted to guaranteeing satisfaction to our customers.
• Must have the ability to multi-task and be a team player, must have a courteous personality and experience providing excellent customer service.
• Drives vehicles to and from service lane, service stalls, and parking lot as needed.
• Service shuttle coordinator
• Installs and removes disposable Seat Covers, Floor Mats and Tags Keys from customer and company Vehicles.
• Uses Two-way radios to communicate with staff.
• Clean and sanitizes all touch area of vehicles at drop off and pick up of unit.
• Must be able to secure and keep accountability of vehicle keys.
• Secures and locks vehicles when they are parked in appropriate slot. 
• Uses Key Tracking Machine to sign in and out vehicle keys.
• Assist in cashiering service customers repair orders.
• Follows company cash receipt procedures and closes repair orders to reflect payment type.
• Provides customers with service loaner vehicles when applicable.
• Assist in Rental Vehicle Contracts check in and check outs.
• Identifies and Directs Service Advisors to their customers.
• Delivers keys and repair order hard copies to the appropriate Service Advisors workstation immediately after parking a vehicle in slot.
• Retrieves customer vehicles for pick up when Repair Orders are paid in full or as directed by the cashier or Service Advisors.
• Inspects each vehicle for damage prior to moving to ensure lot damaged has not occurred.
• Reports lot damage and accidents immediately to Management.
• Assist with inspecting New incoming Vehicles from Factory and dealer trades.
• Makes New Car Packets when needed.
• Does miscellanies jobs as needed.

• Bring all customer concerns and complaints to the attention of the Service Manager or appropriate Manager.
• Parks customer and company vehicles to assigned locations.
• Attends meetings and training sessions as scheduled.
• CSI Calls (Daily)
• Follow policies and procedures as set forth in Employee Handbook.

• Must have the ability to report for work on time, follow directions, interact effectively with co-workers, understand, and follow rules and procedures and accept constructive criticism.
• Must use all company data bases and software according to company processes and procedures.

• Performs other duties as assigned by management.

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. 

High school diploma or equivalent, 1 – 3 months related experience or training, automotive experience preferred.

Must be excellent at communicating information to visitors and inquirers.

Must be able to work extended hours, evenings, holidays, and weekends.

Must demonstrate the ability to read, write and communicate the English language.

Must have a Valid Driver’s License and proof of insurance are required.

Must have a clean driving record and be able to pass an MVR and background check.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education & Experience: 

High school diploma or general education degree (GED); or one to three months’ related experience and/or training; or equivalent combination of education and experience. 

Language Skills:

Ability to communicate orally or in written form effectively with co-workers, potential and current clients, Ability to read, analyze and interpret written and verbal instructions in the English Language, with a time duration of 5 days a week 8-10 hours per day. Ability to write routine reports and correspondence, including writing grammatically by email and or text messages in the English Language, with a time duration of 5 days a week 8-10 hours per day.  Ability to effectively present information and respond to questions from managers, clients, and customers in the English Language, with a time duration of 5 days a week 8-10 hours per day.  

Mathematical Skills: 

Basic Math such as addition and subtraction.  Mathematical skills will be regularly required 5 days a week, 8 to 10 hours per day. Ability to calculate ETA (estimated time of arrival) of product by giving time frame in date and clock time format. 

Reasoning Ability: 

Ability to define problems, collect data, establish facts, and draw valid conclusions with a time duration of 5 days a week 8-10 hours per day. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form with a time duration of 5 days a week 8-10 hours per day.  Demonstrate the ability to anticipate and solve practical problems or resolve issues with a time duration of 5 days a week 8-10 hours per day. The above reasoning abilities will be regularly required 5 days a week, 8 to 10 hours per day.

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to work 5 days a week, 8 to 10 hours per day. The employee is regularly required to talk and hear in person and via phone with a time duration of 5 days a week 8-10 hours per day. The employee frequently is required to walk and reach with hands and arms with a time duration of 5 days a week 8-10 hours per day. The employee is frequently required to sit or stand as needed with a time duration of 5 days a week 8-10 hours per day (outside, or while driving) in a car lot environment. Manual dexterity to perform data entry functions. May require walking primarily on a level and unlevel surfaces for periodic periods throughout the day with a time duration of 5 days a week 8-10 hours per day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday with a time duration of 5 days a week 8-10 hours per day.

The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25-30 pounds with a time duration of 5 days a week 8-10 hours per day.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus, Visual acuity to read documents, computer screens, files, etc. with a time duration of 5 days a week 8-10 hours per day. 

Work Environment: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. May be exposed to heat, fumes, noise, and humidity, etc. on a regular daily basis. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is exposed to an office and car lot work environment. The noise level in these work environments is usually moderate to high.  Primary environment: ambient room temperatures, and outside weather environment, lighting and traditional office equipment as found in a typical office environment such as, computers, surface laptops, phones, fax, and scan machines. May require walking primarily on an unleveled surface for periodic periods throughout the day with a time duration of 5 days a week 8-10 hours per day.

The statements herein are intended to describe the general nature and levels of the work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified.  Furthermore, the job description does not constitute a written, or implied contract for employment.  Martin Automotive Group/Glendora Chevrolet reserves the right to revise or change job duties and responsibilities as the need arises.

Martin Automotive Group/Glendora Chevrolet is an Equal Opportunity Employer and does not discriminate against otherwise qualified applicants on the basis of race, color, religion, national origin, sex, age, gender identity, sexual orientation, veteran status or on the basis of disability.

Approved By: ____________________________ Date: _____________________

Reviewed By: Employee & Manager: