Lead Service Advisor

GENERAL RV CENTER • Wixom, MI

13d

About The Position

The success of General RV Center is rooted in our exceptional team, which has been growing since 1962. Our sustained growth has been fueled by our family values and passion for the RV lifestyle. Today, General RV Center stands as the Nation’s Largest Family-Owned RV Dealer, with locations nationwide and a global presence through our Internet Sales team. Our Lead Service Advisors are at the forefront of our service department. They train and coach the service advisor team to follow and meet the General RV Center established Keep You Camping™ performance standards.

Requirements

• Experience with RV or Automotive Service Writing.
• Previous customer service experience is required.
• Ability to multitask and complete tasks in a timely and efficient manner.
• Must be extremely detail oriented and organized.
• Familiarity with MS Office Suite.
• Valid driver’s license.

Responsibilities

• Manages all incoming service customers in the drive lane area
• Trains and coaches Advisors by utilizing established processes and procedures to ensure they are knowledgeable and compliant with Keep You Camping™ standards
• Support Advisors by helping them to prioritize their daily workload on a one-on-one basis
• Conducts employee performance recaps for the Service Advisors to ensure the established Keep You Camping™ standards are being met
• Teaches sales techniques to maximize daily service growth
• Generate daily reports for Service Advisors to identify any open work orders with completed labor that need to be closed
• Review A/R reports to identify any outstanding balances that need to be addressed
• Ensures that Services Advisors keep a current and accurate log
• Review the accuracy of each work order prior to dispatching the work order to the shop
• Quality controls the completed unit with a shop team member (tech or foreman) prior to the customer walking through the unit
• Act as the primary contact to the Service Manager for the Advisors and disseminate necessary information to the service team
• Facilitate the quality and efficiency of daily morning meetings to establish a daily game plan
• Attend scheduled training, coach and mentor Advisors for continued development
• Support and coach Advisors in attending to escalated customer complaints, ensuring that a high level of customer satisfaction is obtained during the resolution process
• Responsible for setting a customer-centric culture and holding team members to those standards

Benefits

• General RV offers a comprehensive benefits package that includes medical, dental, vision, life insurance options, paid vacations and a 401k with company matching.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees