Service Advisor/Writer

Volkswagen of Oakland-posted 7 months ago
Full-time
Oakland, CA
Motor Vehicle and Parts Dealers
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The Service Advisor/Writer Position has a Pay Scale consisting of the following elements and ranges. Wages include Base Hourly Compensation of $18.00. The position may also pay commission compensation which is based on the value or amount of closed sales achieved from $0.00 (if no sales are made) without any upper limit other than sales performance.

  • Devote himself/herself to ensuring 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.
  • Determine costs and completion date. Communicate 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 having 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 for warranty, customer paid, and internal repair.
  • 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.
  • Be polite and friendly and greet customers promptly.
  • Conduct telephone transactions courteously, and quickly.
  • Provide excellent customer service for all customers whether external and internal.
  • 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.
  • Ability to read and comprehend instructions and information.
  • Professional personal appearance.
  • Excellent communication skills.
  • Ability to meet company's production and quality standards.
  • 5-day work days, Closed on the weekends
  • Commissions and bonuses
  • Paid time-off
  • Holiday pay
  • Medical / Dental / Vision and Life insurance
  • 401K after 1-year of employment
  • Equal opportunity employer
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