Nov 16, 2018

Express Service Writer

  • ITS
  • Cleveland, OH, USA
Full time Admin-Clerical

Job Description

JOB SUMMARY:

Greet customers and get the information necessary to repair the problems with and maintain their vehicles. Follow through with the technicians and the customer so the customer is satisfied with the work we did. Sell any additional work that is needed using a multi-point inspection.

FULL-TIME BENEFITS

  • Medical
  • Dental
  • Term Disability
  • Paid Time Off
  • 401k Employer Match Program
  • Company Paid Life Insurance
  • Paid Uniforms and Name Badges

ESSENTIAL DUTIES:

  • Greet customers, obtain customer and vehicle data.
  • Determine nature of desired service and/or complaint. Consult vehicle history. Promote the sales of labor, parts, and accessories without losing sight of the fact that you are an advisor to the customer. Ask permission to perform a multi-point inspection
  • Write clear and precise repair instructions on the repair order for the technician.
  • Provide estimate for labor and parts. If cost of service cannot be established during reception, leave open and contact customer for approval. Present multi-point inspection in ¼ time
  • Establish method of payment when writing up the repair order with the customer, also time compromised. Obtain customer?s signature on RO.
  • Communicate with dispatch to determine status of jobs throughout the day.
  • Telephone or find waiting customers when job is finished and discuss with him/her what was done. Review Red, Yellow, Green Close out repair orders.
  • Cooperate with all other dealership personnel necessary to guarantee quality service.
  • Coordinate with the manufacturer and/or extended warranty companies to get approval In
  • advance of repairs and take precautions necessary to guarantee our payment.
  • Be knowledgeable of the products we sell ie? tires, filters, brakes, and the various warranties on them.
  • Satisfy customer?s immediate service needs, use low key, high integrity methods to present additional needed services.
  • Meet or exceed the sales quotas set by management.
  • Test drive vehicles that have to be driven to be sure technician has fixed problems with the vehicles. If these quality control checks are done consistently, we will substantially reduce the amount of comebacks and increase our level of customer satisfaction.
  • Never lose sight of your ultimate goals: Customer retention and getting the car fixed right the first time.

OTHER DUTIES:

  • In the event of a customer comeback, trace the history of the vehicle to ensure that the technician who worked on the car previously gets it back. The history is vital in not only determining whether the comeback is chargeable or not but also in attempting to repair the vehicle correctly.
  • On all major jobs and comebacks, customers should be called back to be sure they are satisfied and all is well with their vehicle.
  • Track all customers for the day including carryovers on a route so you can follow through with dispatch and technicians to get the customer?s vehicle completed.
  • Examine the vehicle to determine if additional safety or service work is required
  • Perform oil changes, tire repair, tire rotations and light maintenance
  • Advise ASM immediately if additional work is needed, or if repairs cannot be completed within the time promised
  • Document work performed on back of repair order ?hard copy?
  • Punch clock ?hard copy? on all factory paid repairs
  • Road-test vehicles to ensure of quality repair, keeping in mind that customers? vehicles should never be smoked in, or used for personal errands
  • Supervise work of any apprentice technicians, as assigned
  • Promptly attend all technician service bulletins
  • Attend factory sponsored training classes
  • Keep abreast of factory technical service bulletins
  • Meet with Group Leader individually, weekly. Discuss concerns or problems for review with Service Director
  • Ensure that customer vehicles are kept clean
  • Keep shop area neat and clean, and be able to account for dealership tools at all times
  • Wear eye protection and back protection, when appropriate
  • Understand and follow federal, state and local regulations, such as those governing the storage and disposal of hazardous

PREFERRED QUALIFICATIONS:

  • College degree

REQUIRED CERTIFICATIONS AND/OR LICENSURES:

None

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to utilize manual dexterity as well as stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE (IF APPLICABLE):

Must be authorized to work in the United States

AAP/EEO STATEMENT/ADA STATEMENT:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions


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