Qualifications
Other
Ability to read and comprehend instructions and information.
Professional personal appearance.
Excellent communication skills.
Ability to meet company's production and quality standards.
Physical Requirements
Surroundings
spend time indoors in air-conditioned areas.
Sitting
on a regular basis
Standing
on a regular basis
Walking
on a regular basis
Bending, twisting and/or stooping
on a regular basis
Kneeling and/or Squatting
on a regular basis
Lifting
over 50 lbs
infrequently
Reaching and/or lifting overhead
on a regular basis
Climbing
stairs
Repetitive hand/finger movement
on a regular basis
Grasping/grabbing with hands
on a regular basis
Pushing and Pulling
on a regular basis
Expectations
General Expectations
Devote himself/herself to insuring satisfaction to customers.
Determine management, production and quality requirements by asking questions and listening.
Attend company meetings as required.
Maintain a follow-up system that encourages follow through with assigned projects.
Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
Understand the terminology of the business and keep abreast of technology changes in products and services.
Know and understand the federal, state and local requirements which govern the company’s business.
Follow lawful directions from supervisors.
Understand and follow work rules and procedures.
Participate in performance management.
Interact well with others and be a positive influence on employee morale.
Uphold the company’s non-disclosure and confidentiality policies and agreements.
Work evening, weekend and holiday work hours as required.
Job-Specific Expectations
Sell dealership products and services to each and every customer in the sales drive and by telephone, internet or other contact, regardless of whether the customer is seeking service or repairs under warranty.
Coordinate with the Service Manager to set and meet sales quotas and goals, with respect to average dollars per Repair Order and Penetration percentage on sales.
Introduce customers to products and services not offered through warranty and/or pre-paid service plans and ask for their commitment to purchase.
Utlize time effectively in meeting the customer's needs and soliciting sales.
Consistently use established procedures, such as tagging and proper storage, to provide for fast and effective handling of warranty items.
Make sure that customers are aware of the features and benefits on all products and services you are selling.
Consistently use established procedures to complete all sales and repair papework correctly and on time.
Effectively use the computerized system, keeping it current and meeting profit goals.
Actively develop prospects.
Demonstrate to the customer the advantages of products and services compared to other brands and dealerships.
Effectively cross sell accessories, additional parts, products, repair service, and miscellaneous offerings such as dent/ding repair, windshield repair, wiper blades, tires, etc.
Be polite and friendly and greet customers promptly. Consistently follow the sales process.
Verify that customers are qualified for their wants, needs, and ability to buy.
Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty in order to sell future business and maintain an ongoing sales relationship with the customer.
Ensure that customers receive consistent treatment by always following the documented procedures.
Conduct telephone transactions courteously and promptly.
Utilize a consistent quotation process for sales.
Consistently contact customers by means of tickler files, mailing lists and personal follow up to promote additional sales and customer satisfaction.
Determine costs and completion date. Communication expected repair time to customer.
Analyze progress to maximize efficiency and maintain high quality of repairs.
Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources.
Prior to the start of a repair job, ascertain the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.
Diagnose problems correctly and accurately describe those problems on the repair order.
Together with the Service Department Manager, work to establish and maintain an effective and proficient Service Department with excellent customer satisfaction.
Be available to aid technicians as appropriate if they have trouble completing service work.
Produce accurate estimates for wreck and internal repairs.
Provide cashier transactions when needed.
Adhere to procedures for timely and proficient dealing of warranty items such as correct storage and labeling.
Become familiar and proficient with all phases of the computer system needed for parts and service management, developing and maintaining the skills required.
Start and finalize repair orders (sales documents) for warranty, customer paid, and internal repair.
Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
Notify customers promptly regarding any delays, changes, or additional work that is required.
When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.
Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate.