Qualifications
Other
Ability to read and comprehend instructions and information.
Professional personal appearance.
Excellent communication skills.
Ability to meet company's production and quality standards.
The ability to speak Spanish.
ADP/CDK proficient.
Physical Requirements
Surroundings
spend time indoors in air-conditioned areas.
spend time outdoors in a shop setting.
Sitting
on a regular basis
Standing
on a regular basis
Walking
on a regular basis
Bending, twisting and/or stooping
on a regular basis
Kneeling and/or Squatting
on a regular basis
Lifting
over 50 lbs
infrequently
Reaching and/or lifting overhead
on a regular basis
Climbing
stairs
Repetitive hand/finger movement
on a regular basis
Grasping/grabbing with hands
on a regular basis
Pushing and Pulling
on a regular basis
Expectations
General Expectations
Devote himself/herself to insuring satisfaction to customers.
Determine daily and monthly requirements by asking questions and listening.
Attend company meetings as required.
Maintain a follow-up proficiency with written and carried over repair orders.
Maintain personal performance goals that are set 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 to determine how to best utilize time and plans most 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.
Work weekend work hours as required.
Job-Specific Expectations
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 closing of a repair order, ascertain the correct part numbers on repair orders, appropriate parts pricing and labor.
Correctly and accurately describe customer concerns on the repair order (CCR).
Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction.
Produce accurate estimates for internal repairs.
Adhere to procedures for timely and proficient dealing of warranty items such as correct complaint. cause and remedy (CCR) .
Become familiar and proficient with all phases of the computer system needed for service writing, 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 at there vehicle on the service drive.
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 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.