Assistant Service Manager (Service Advisor) - Park Place Lexus Grapevine

Asbury Automotive•Grapevine, TX

7d•Onsite

About The Position

Park Place Dealerships, part of Asbury Automotive Group, is seeking a strong, energetic, people-focused Assistant Service Manager (Service Advisor) to join their team. This role is crucial in redefining the car-buying experience by ensuring an extraordinary client experience and creating client advocates. The Assistant Service Manager acts as a liaison between the client and the service technician, schedules service appointments with the call center, and oversees the cashier process. The ideal candidate is passionate about developing relationships, providing exceptional guest experiences, and being an innovator in the automotive industry. This position offers the opportunity to make a positive impact on the business and the lives of team members and customers.

Requirements

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

Nice To Haves

Passion for developing relationships
Passion for providing exceptional guest experiences
Passion for being an innovator in the automotive industry

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