+--------------------------+--------------------------+--------------------------+ | (1) | APPROVED JOB TITLE: | Service Consultant | +--------------------------+--------------------------+--------------------------+ | | DEPARTMENT: | Service Department | +--------------------------+--------------------------+--------------------------+ | | DIVISION/AREA: | Service Drive-In | +--------------------------+--------------------------+--------------------------+ | | REPORTS TO: | Assistant Service | | | | Manager | +--------------------------+--------------------------+--------------------------+ | | POSTS SUPERVISED: | NA | +--------------------------+--------------------------+--------------------------+
+--------------------------+--------------------------+--------------------------+ | (2) | BASIC FUNCTION: | The primary function is | | | | to ensure customer | | | | satisfaction by | | | | obtaining and verifying | | | | his/her vehicular | | | | problems and selling the | | | | required service to | | | | rectify the situation | | | | and ensuring that all | | | | requested work is | | | | completed thus | | | | minimizing customer | | | | comebacks. | +--------------------------+--------------------------+--------------------------+
+--------------------------------------+--------------------------------------+ | (3) | MAJOR DUTIES: | +--------------------------------------+--------------------------------------+
+--------------------------------------+--------------------------------------+ | | 1) Knows and applies to each | | | transaction all steps of the | | | Dealership sales strategy 2) | | | Maintains a clean and professional | | | appearance 3) Ensures write up area | | | is clean and neat 4) Follows all | | | company and manufacturer policies | | | and procedures 5) Understands and | | | applies factory and aftermarket | | | warranties 6) Handles all incoming | | | telephone calls promptly and | | | courteously 7) Works in close | | | conjunction with Dispatcher | | | regarding work mix and hours | | | allocated for maximum time | | | efficiencies 8) Notifies customers | | | immediately upon receiving inspect | | | and report results 9) Verifies | | | completion times and/or delays with | | | Dispatcher 10) Notifies customers of | | | any delays or changes in delivery | | | 11) Verifies all work orders listed | | | repairs are completed as requested | | | and road tests vehicle prior to | | | customer delivery 12) Attends all | | | Monday meetings 13) Works in | | | conjunction with appointment | | | co-ordinator 14) Road tests when | | | necessary with customer to determine | | | problems 15) Tags keys and walks to | | | vehicle with customer 16) Notes any | | | visible damage and sells customer | | | appropriately 17) Deals with | | | Technicians when necessary 18) | | | Process work orders in cash office | | | after job completion 19) Handles | | | customers in a courteous, patient | | | manner 20) Ensures the appropriate | | | sales are made, ensuring no under or | | | over selling 21) Achieves 2.2 hours | | | per repair order combined retail | | | sales 22) Ensures all appropriate | | | legislation is adhered to 23) | | | Attends training/seminar courses as | | | required 24) Ensures all safety | | | policy and procedures in accordance | | | with IAPA, WHIMS and company policy | | | are strictly adhered to 25) Performs | | | other related duties. | +--------------------------------------+--------------------------------------+
+--------------------------+--------------------------+--------------------------+ | (4) | AUTHORITY: | Is given the authority | | | | to act as a company | | | | liaison with customers, | | | | dealing with their | | | | concerns while working | | | | in conjunction with | | | | Parts Department, | | | | Technicians and the | | | | Dispatcher. | +--------------------------+--------------------------+--------------------------+ | | RELATIONSHIPS WITH: | Lease Management and | | | | Staff Sales Management | | | | and Staff Service | | | | Management and Staff | | | | Body Shop Management and | | | | Staff Parts Management | | | | and Staff Administration | | | | Management and Staff | | | | General Public | +--------------------------+--------------------------+--------------------------+
+--------------------------+--------------------------+--------------------------+ | (5) | JOB REQUIREMENTS: | | +--------------------------+--------------------------+--------------------------+ | | 1) Level of Education: | Grade 12 , Valid | | | | Drivers' License | +--------------------------+--------------------------+--------------------------+ | | 2) Experience required: | Licensed mechanic | | | | helpful, previous sales | | | | (dealership) | +--------------------------+--------------------------+--------------------------+ | | 3) Qualifications: | | +--------------------------+--------------------------+--------------------------+
+--------------------------+--------------------------+--------------------------+ | | a) Expert knowledge of: | Manufacturer and | | | | aftermarket warranties, | | | | Manufacturer product | | | | line models | +--------------------------+--------------------------+--------------------------+ | | b) Working exposure to: | Customer | | | | relations/retail sales, | | | | Manufacturer policies | | | | and procedures helpful | +--------------------------+--------------------------+--------------------------+ | | c) Specials skills and | Customer Relations | | | abilities: | Organization Legible | | | | Handwriting Bondable | | | | Patience Courteous | | | | Knowledgeable | | | | Communication Good | | | | Listener | +--------------------------+--------------------------+--------------------------+