Service Writer - Advisor

SAWGRASS FORD INC • Sunrise, FL

4d

About The Position

The Service Writer is the dealership’s first-line customer relations and service sales representative. The job encompasses the proper satisfaction of customer and vehicle related problems, meeting pre-determined service sales objectives, and the thorough and accurate performance of designated administrative activities. SPECIAL RESPONSIBILITIES: Customer Relations Maintain a high level of grooming, hygiene and uniform appearance. Conduct all business with sincerity, honesty and genuine concern for customers. Promptly meet and greet service customers in a friendly and courteous manner. Listen to customer’s reason (s) for bringing their vehicle to the Service Department. Offer logical diagnostic services or repairs to satisfy customer’s concerns. Provide accurate estimates for all the services or repairs recommended. Handle minor customer complaints and/or misunderstandings with courtesy, tact and in a manner that does not further aggravate problems. Make policy adjustments within the guidelines and budgets established by management. Personally turnover to the Service Manager or other designated management representatives customers with complaints that cannot be satisfied at the Service Writer level. Answer incoming telephone calls promptly, courteously, and make ever effort to satisfy the caller’s inquiry. Service Sales Sell the proper repairs and/or services responsible to customer’s perceived needs. Present a Service Menu of recommended maintenance services to every service customer. Make a genuine effort to sell the maintenance services due on every service customer’s vehicle. Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guide. Give every customer an accurate estimate at same time the repair order is initially written. Obtain the customer’s written approval on all repair offers at the time of the write-up or when closing additional add-on sales. Obtain properly documented telephone approval for all add-on sales when customers are not at the dealership. Meet or exceed sales objectives set by management. Administration Properly, thoroughly open repair orders for the categories or work designated by management. Maintain a Service Scheduling Form (route sheet) on a thorough, accurate, and continuous basis. Properly document repair order changes. Carefully inspect every finished repair order for proper completion, pricing accuracy and legibility. Document flat rate time or other required time-keeping according to the Service Department and/or manufacturer’s procedures. Maintain a record of carryover vehicles. Maintain a record a special order parts status. Perform other specific administrative functions as directed by service management,. Communication Provide additional vehicle problem/complaint information to the technical staff as needed. Maintain communications with the technical staff regarding job status changes. Remain continuously posted on the shop’s work load to determine the kind of work the shop can quickly accommodate. Inform the Sales Manager of potential new vehicle sales customers. Confirm service appointments by telephone the day before the customer’s scheduled arrival. Contact service customers when their vehicle’s work is finished. Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees or customers. The duties, requirements and performance specifications outlined in the job description are subject to change without notice.

Responsibilities

• Maintain a high level of grooming, hygiene and uniform appearance.
• Conduct all business with sincerity, honesty and genuine concern for customers.
• Promptly meet and greet service customers in a friendly and courteous manner.
• Listen to customer’s reason (s) for bringing their vehicle to the Service Department.
• Offer logical diagnostic services or repairs to satisfy customer’s concerns.
• Provide accurate estimates for all the services or repairs recommended.
• Handle minor customer complaints and/or misunderstandings with courtesy, tact and in a manner that does not further aggravate problems.
• Make policy adjustments within the guidelines and budgets established by management.
• Personally turnover to the Service Manager or other designated management representatives customers with complaints that cannot be satisfied at the Service Writer level.
• Answer incoming telephone calls promptly, courteously, and make ever effort to satisfy the caller’s inquiry.
• Sell the proper repairs and/or services responsible to customer’s perceived needs.
• Present a Service Menu of recommended maintenance services to every service customer.
• Make a genuine effort to sell the maintenance services due on every service customer’s vehicle.
• Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guide.
• Give every customer an accurate estimate at same time the repair order is initially written.
• Obtain the customer’s written approval on all repair offers at the time of the write-up or when closing additional add-on sales.
• Obtain properly documented telephone approval for all add-on sales when customers are not at the dealership.
• Meet or exceed sales objectives set by management.
• Properly, thoroughly open repair orders for the categories or work designated by management.
• Maintain a Service Scheduling Form (route sheet) on a thorough, accurate, and continuous basis.
• Properly document repair order changes.
• Carefully inspect every finished repair order for proper completion, pricing accuracy and legibility.
• Document flat rate time or other required time-keeping according to the Service Department and/or manufacturer’s procedures.
• Maintain a record of carryover vehicles.
• Maintain a record a special order parts status.
• Perform other specific administrative functions as directed by service management,.
• Provide additional vehicle problem/complaint information to the technical staff as needed.
• Maintain communications with the technical staff regarding job status changes.
• Remain continuously posted on the shop’s work load to determine the kind of work the shop can quickly accommodate.
• Inform the Sales Manager of potential new vehicle sales customers.
• Confirm service appointments by telephone the day before the customer’s scheduled arrival.
• Contact service customers when their vehicle’s work is finished.
• Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees or customers.

What This Job Offers

• Education Level: No Education Listed