Lexus of Maplewood - FT Service Advisor with luxury or import experience Job
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Lexus of Maplewood
Job Title: Service Advisor/Consultant
Department: Service
Reports To: Service Manager
SUMMARY
Provides highest level of customer service by selling and scheduling needed service work in the service department.
DUTIES AND RESPONSIBILITIES
Customer Service
1. Schedules service appointments for maximum shop production. Obtains accurate customer and vehicle data prior to arrival when possible; refers to service history, inspects vehicle and recommends additional needed service.
2. Greets customers in a timely and friendly manner; writes up customer's vehicle problems accuratelyand clearly on repair order.
3. Dispatches work as required to Technicians.
4. Provides a complete and accurate written cost estimate for labor and parts; updates customer withprogress or added repairs throughout the day; gets proper authorization before any additional repairsare performed. Establishes realistic "promised time."
5. Ensures vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.
6. Reviews and explains completed work and all charges to customers.
Department/Team
1. Implements a quality control process to eliminate comebacks.
2. Maintains high customer satisfaction standards and handles telephone inquiries regarding appointments and work in process.
3. Performs any administrative duties as related to Service sales.
4. Maintains company and individual goals as directed by the store and/or Lexus (i.e. CSI; Hrs per RO; $ per RO).
Performs other duties as assigned.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES
1. High school diploma or general education degree (GED); and at least one to three months relatedautomotive or customer service related experience and/or training; or equivalent combination of education and experience.
2. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals with intermediate computer skills in Microsoft office and automotive related programs.
3. Effective interpersonal, written and oral communication skills. Ability to speak effectively before customers or employees.
4. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals and ability to compute rate, ratio and percents.
5. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
6. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
7. Valid Driver's License, acceptable driving record and at least age 18 years of age required to drive company or customer vehicles, preferred.
PHYSICAL DEMANDS
1. Regularly required to talk, hear, use hands to finger, handle, or feel; frequently required to stand, sit, and reach with hands and arms; and occasionally required to walk.
2. Occasionally lift and/or move up to 50 pounds.
3. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT
1. Frequently exposed to fumes or airborne particles; occasionally exposed to moving mechanical parts, toxic or caustic chemicals, and outside weather conditions.
2. The noise level in the work environment is usually moderate. (Use of ear and eye protection required when in the bay area).
Individuals must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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