Assistant Service Manager (Service Advisor) - Park Place Motorcars Fort Worth

Asbury Automotive•Fort Worth, TX

6d•Onsite

About The Position

The Assistant Service Manager (Service Advisor) is responsible for ensuring an extraordinary client experience and creating client advocates. This role acts as a liaison between the client and the service technician, and collaborates with the call center in scheduling service for clients. The Assistant Service Manager will also oversee the cashier process with each client. The ideal candidate is a strong, energetic, people-focused individual who is passionate about developing relationships, providing exceptional guest experiences, and being an innovator in the automotive industry. This role offers the opportunity to make a positive impact on the business and in the lives of team members and customers.

Requirements

High school diploma or equivalent
Must be at least eighteen years of age
Must be able to drive and operate vehicle
Must have a valid driver’s license and meet company MVR policy requirements
Must be able to pass pre-employment screenings (background and drug test)

Nice To Haves

Ability to prioritize and handle responsibilities effectively in a fast paced environment.

Responsibilities

Greet Service Department clients in a prompt and courteous manner 100% of the time, and never differentiate between customer pay and warranty service clients.
Listen to each client and clearly articulate information on the repair order.
Satisfy client's immediate needs, use low key, high integrity methods to present additional needed services.
Observe factory suggestions on maintenance items and advise clients of the value of maintaining their vehicles in accordance with manufacturer's specifications.
Present a menu of recommended maintenance and additional services to every client.
Ascertain the needs of clients, collecting information necessary for service or repair diagnosis.
Provide clients with an accurate estimate of repair or maintenance costs, and/or a minimal diagnostic fee with explanation of associated costs.
Writes Repair Orders, detailing problems and pertinent information, and secure clients’ signature for authorization of repair or service.
Maintain strict adherence to dealership policy on client vehicle care and operation.
Inform clients of repair diagnosis, sell repairs and services needed or required for proper operation.
Forward repair or service estimate changes to client following technician's diagnosis.
Sell and manage extended warranties and complete required documentation.
Inspect quality of vehicles following repairs of service to verify that all authorized work is performed and performed properly in the effort to reduce rechecks.
Follow up on progress of each repair order during the day and contact clients by phone, text or e-mail at least twice daily to notify them of any changes to the status or estimated time of completion of their repair, and document changes on repair order.
Reply to voice, text and e-mail messages in a timely manner where either internal or external clients are concerned.
Notify clients when repairs are completed and vehicle is ready for delivery.
Review and explain repairs and associated costs with client upon completion of service.
Document verbal, in person, and written approvals on repair orders and add-on sales.
Advise clients of potential consequences if repairs are not made.
Handle minor client concerns or misunderstandings.
Able to prioritize and handle responsibilities effectively in a fast paced environment.
Keeps Service Manager and/or Service Director informed of all problems and potential problems involving clients, repairs, and equipment.
Notify technicians of changes to repair status.
Encourage clients to complete the manufacturer surveys to provide feedback.
Coordinate work overflow.
Maintain a readable status sheet (route sheet) of carryover vehicles and status of clients in for repairs.
Maintain a record of status of special order parts.
Maintain required Customer Satisfaction Index (CSI) rating in accordance with dealership standards.
Maintain required hours per repair order (HPR) in accordance with dealership standards.
Maintain any other KPI’s in accordance with dealership standards.
Know and understand the Client Concern Resolution (CCR) process, and utilize the program to achieve client satisfaction.
Know and understand the Park Place Privacy and Information Security Policy, and adhere to its requirements.
Attend weekly department meetings.

Benefits

Weekly pay
Paid holidays & paid time off
Paid training
Stock Awards(select management and front-line team member’s eligible!)
Insurance: medical, vision, dental, accident, critical illness and hospital indemnity plans
Up to 8 weeks paid pregnancy leave (disability leave)
one week paid paternity leave after one year of employment
Health savings
Flex spending accounts (tax free)
Short-term and Long-term disability plans
Life Insurance (Whole Life and Term)
401k with company match
Digital career path tool to assist with career development
Continuous training through Asbury's Internal Learning Management System
Professional growth and development opportunities
Student loan relief resources
Employee assistance program
Employee discounts on vehicle purchases, parts and service repairs
Scholarship awards
Opportunities to join our community service initiatives
Aggressive Employee referral program with bonus opportunities