Service Consultant - Keys Auto Center
Company: Warren Henry Auto Group
Location: Key West
Posted on: June 6, 2021
Auto Center is a division of the Warren Henry Auto Group,
Automotive News’ Best Dealerships To Work For. If you have the
drive, we have the career for you.
We are looking to add 1 qualified
service consultant to our team for the following brands: Chrysler,
Jeep, Dodge, Ram, Toyota, and Ford.
loyalty, customer satisfaction, and retention are the primary
functions of the Service Consultant. Other responsibilities include
department profitability, protection of dealer’s assets, product
knowledge, meeting promise times for the customers, labor and parts
sales, customer relations, work area and customer area
housekeeping, and maintaining accurate legal documents and customer
- Maintain Customer
relations with all existing and future clients and
- Attempt to resolve
any customer concerns or seek the appropriate management contact to
- Maintain pleasant
working relationship with all dealership employees.
- Plan and coordinate
known appointments that will be arriving the next day.
- Answering service
calls and following up in a timely manner.
- Review all monthly
specials, learn current service menus and review sublet vendor
- Maintain department
and customers service files and review for accuracy before sending
to final scanning.
- Determine and
discuss alternate transportation needs with customers.
- Greet customers,
obtain and verify customer information and vehicle data, retrieve
service history and follow the service consultant process
- Process after hours
drop off vehicles and towed in vehicles.
- Prepare all pickup
and delivery clients and have ready for the drivers. Refer to
pickup and delivery process manual.
- Promote the sales
of labor, parts, sublet services and accessories to meet the
- Provide customer
with accurate estimates and completion times.
- Obtain customers
signature on all repair orders, document agreements, and credit
card payment slips.
- Check on progress
of each repair order throughout the day and keep customer informed
of any status changes. Record any agreed upon changes on the repair
- Review all repair
orders and verify that parts are billed out on appropriate lines
and that all customer and warranty items have been billed and
- Verify that all
quality control standards have been met and vehicle has been washed
before contacting customer.
- Follow up with all
aging repair orders and provide daily explanation to Service
Manager for any repair order open longer than 4 days.
- Maintain a customer
satisfaction inquiry score above national average.
- Capture valid
customer emails and maintain a CSI email capture rate higher than
the national standard.
- Maintain a follow
up system for special ordered parts or vehicles that will need
additional future repairs.
- Maintain a clean
orderly office that is acceptable in accordance with dealership’s
- Maintain all common
customer areas and assure that all amenities are stocked and in
proper working order. Report any major janitorial issues that
cannot be quickly cleaned up or require special
- Maintain all
applicable certifications and keep continuing education up to date
with TOE and dealer standards.
- Maintain Compligo
and complete assigned modules in a timely manner.
- Maintain a
well-groomed appearance and uniform while performing job duties or
away at training.
- Conduct yourself in
a suitable fashion when in uniform and off of the dealership
premises. Your conduct will reflect the dealership directly and you
must display a positive image for Warren Henry.
- High school diploma
or general education degree (GED) required.
- Three years’
experience writing service or related
- Ability to read,
write, reasonable spelling skills for writing repair orders and
communicating professionally with email.
- Ability to
effectively present information and respond to questions from
management, employees and customers.
- Ability to
calculate figures and amounts such as discounts, taxes, and
- Ability to apply
common sense understanding to carry out instructions, tasks, or
handle any customer situation.
- Ability to apply
creative problem solving for any customer issue or concern and
decide if further escalation is necessary.
- Valid Driver’s
Service - Manages difficult or emotional customer
situations; Responds promptly to customer needs; Solicits customer
feedback to improve service; Responds to requests for service and
assistance; Meets commitments.
Management - Ability to utilize the available time to
organize and complete work within given deadlines.
Skills – Ability to use thinking and reasoning to solve a
Communication - Speaks clearly and persuasively in
positive or negative situations; listens and gets clarification;
Responds well to questions; Demonstrates group presentation skills;
Participates in meetings.
- Demonstrates knowledge of EEO policy; Shows respect and
sensitivity for cultural differences; educates others on the value
of diversity; promotes a harassment-free environment; Builds a
- Treats people with respect; Keeps commitments; inspires the trust
of others; Works with integrity and ethically; Upholds
- Adapts to changes in the work environment; Manages competing
demands; Changes approach or method to best fit the situation; Able
to deal with frequent change, delays, or unexpected
- Is consistently at work and on time; Ensures work
responsibilities are covered when absent; Arrives at meetings and
appointments on time.
- Follows instructions, responds to management direction; Takes
responsibility for own actions; Keeps commitments;
Skills - Focuses on solving conflict, not blaming;
Maintains confidentiality; Listens to others without interrupting;
Keeps emotions under control; Remains open to others' ideas and
tries new things.
Support - Follows policies and procedures; Completes
administrative tasks correctly and on time; supports organization's
goals and values; Supports affirmative action and respects
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
required to stand
required to walk
required to sit
required to utilize hand and finger dexterity
required to climb, balance, bend, stoop, kneel or crawl
required to talk or hear
- Continually work
near moving mechanical parts
required to work in high customer centric environment
- While performing
the duties of this job, the noise level in the work environment is
usually quiet to loud.
employee must frequently lift and /or move over to 80
- Specific vision
abilities required by this job include: Close vision; Distance
vision; Color vision; Peripheral vision; Depth perception and
ability to adjust focus
Keywords: Warren Henry Auto Group, Key West , Service Consultant - Keys Auto Center, Other , Key West, Florida
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