**Please visit our careers website at www.northtowncareers.com to formally apply**

The Service Consultant is the dealership’s first line customer satisfaction and service sales representative. The responsibilities of the position encompass the proper resolution of customer and vehicle related concerns, maintaining a level of customer satisfaction that is at or above dealer standards, meeting pre-determined service sales objectives, and the thorough and accurate performance of designated administrative activities.

The minimum acceptable standards established for this dealership are as follows;

• To maintain a 3 month CSI average score (where applicable) that is >= the Region score as reported by the manufacturer.
• To maintain a customer labor sales rate of >= #.# hours per Customer Repair Order.
• To maintain a minimum average of $##.## of labor gross profit per customer repair.

* These minimum standards are a condition of employment. Failure to maintain these standards will result in disciplinary action up to and including termination.

RESPONSIBILITIES:

Customer Relations / Satisfaction

¨ Maintain a highly professional appearance at all times. All uniforms (as designated by management) must be properly worn and maintained. Keep in mind that first impressions are lasting and your credibility may be adversely affected by an unkempt appearance.

¨ Schedule appointments as designated by management.

¨ Greet all guests with warmth, courtesy and professionalism. Remember, they are guests in your home. Check-in each guest’s vehicle, obtaining accurate mileage and VIN number.

¨ Personally perform a walk around the customers’ vehicle and record any damages to the vehicle prior to the customer leaving. Record any preexisting damage on the repair order and have the customer confirm the damage is there. Have the customer initial the Repair Order by the damage notations.

¨ Review appointment with your service guest and offer additional services that may be needed.

¨ Perform a menu presentation where appropriate.

¨ Listen intently to your guest’s reason(s) for bringing their vehicle to the service department.

¨ Create an accurate Repair Order and verify all information for accuracy (i.e., name address, zip code, e-mail address and all other contact numbers). Review services to be performed with the guest.

¨ Update the customer information in the DMS as necessary.

¨ Confirm the customer’s preferred method of contact and record this telephone number on the repair order.

¨ Identify all paperwork associated with “Comeback” service as Top-Priority.

¨ Identify survey customers and high risk customers as directed by service management (blue dot, hat tag, etc.)

¨ Schedule appropriate pick-up time (“Under Promise - Over Deliver”).

¨ Conduct all business with sincere, honest, and genuine concern for your service guest.

¨ Offer logical and comprehensible diagnostic services or repairs to satisfy your guest’s concerns. Do not use highly technical terms or jargon in an attempt to impress, or do you want to “talk down” and demean your guest.

¨ Provide accurate estimates for all the services or repairs recommended. Ensure that the service guest understands and acknowledges the estimate, prior to performing the services, to avoid conflict later.

¨ Handle minor customer complaints and/or misunderstandings with courtesy, tact, and diplomacy. Never become antagonistic or place the customer in the defensive mode.

¨ Make policy adjustments, when appropriate, within the guidelines and budgets established by management.

¨ Immediately introduce the service manager, or other designated management representative, to address guest concerns that cannot be satisfied at the service consultant level.

¨ Answer incoming telephone calls promptly, professionally and courteously, and make every effort to satisfy the caller’s inquiry. Answer the call using the word track: “Thank you for calling (dealership) Service Department, this is _______, how may I assist you.”

¨ Maintain “Customer Satisfaction Index” scores as established by management.

Service Sales
¨ Sell proper repairs and/or services responsive to customer’s needs, adhering to approved sales objectives.

¨ Fully utilize the computer system to aid in selling the maintenance services due on every vehicle.

¨ Present a service menu of recommended maintenance services to every service customer.

¨ Provide every customer with an accurate estimate at the same time the repair order is initially written. Obtain the customers consent prior to commencing with the services.

¨ Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guide.

¨ Provide the customer with a cost estimate of the services requested and record the customer’s approval.

¨ Review all services being performed with the customer and confirm their understanding of;

o The items being serviced.

o The estimated time of completion.

o The total costs associated with the service.

o The timeframe and manner in which you will contact them during the repairs.

¨ Dispatch repair order and provide pertinent details of guest’s concern(s) to aid in diagnosis/repair.

¨ Contact guest and advise them of any additional services that may be needed. Obtain and properly document telephone approvals for all add-on sales when guest is not present. Include the date, time, name of person authorizing/declining additional work and the service consultant’s initials on all telephone contacts.

¨ Meet or exceed sales objectives set by management.

Administration
¨ Properly, thoroughly, and legibly write repair orders for the categories of work designated by management and manufacturer warranty guidelines.

¨ Separate and distribute repair order copies according to department policy.

¨ Maintain and continuously update a service scheduling form (route sheet).

¨ Properly document repair order changes and initial all such changes.

¨ Carefully inspect every completed repair order. Ensure pricing accuracy (compare to estimate) and legibility.

¨ Document flat rate time or other required time keeping according to the service department and/or manufacturer’s procedures.

¨ Maintain a record of carryover vehicles.

¨ Maintain a record of special order parts status.

¨ Perform other specific administrative functions as directed by service management.

Communication
¨ Provide additional vehicle problem/complaint information to the technical staff as needed.

¨ Maintain communication with the technical staff regarding job status changes.

¨ Update all customers at least daily, more often if necessary or as instructed on the status of their vehicles. This pertains to all open repair orders.

¨ Remain continuously posted on the shop’s workload to determine the kind of work the shop can quickly accommodate.

¨ Inform sales management of potential vehicle sales customers.

¨ Notify service guest of any actual or reasonably anticipated delay as soon as possible prior to original promise time.

¨ Contact service customers when their vehicle service/repair is completed and schedule appropriate pick-up time.

Active Delivery

¨ Thoroughly review and explain invoice to service guest in accord with the process provided. Dispatch valet or retrieve vehicle to deliver to guest on the service drive.

¨ Process payment transactions in accordance with established procedures.

¨ Explain the service follow-up and sell the importance of the survey to your guest.

¨ Establish the customer’s next Service appointment, during active delivery and record the date & time in the DMS.

Follow-Up

¨ Contact your guest and schedule the installation of any special order parts (SOP).

¨ Resolve negative follow-up issues, if appropriate.

¨

General

¨ Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, employees, or guests.

¨ Maintain an accurate time card as specified by management.

¨ Arrive for work in a timely manner, allowing sufficient preparation time prior to arrival of your scheduled appointments, including weekly shift change meetings. Strictly comply with lunch or other break periods to avoid disruption of the service operation. Depart as dictated by existing operational needs or as directed by management.

¨ Maintain certification as designated by manufacturer.

¨ Maintain a valid driver’s license and immediately notify management of any change of status.

NOTE:

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or require that additional or different tasks be performed.

Please apply on our company website @ www.northtowncareers.com

Job Type: Full-time

Pay: $60,000.00 - $100,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Relocation assistance
• Vision insurance

Shift:

• 12 hour shift

License/Certification:

• Driver's License (Required)

Work Location: One location

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