MANAGEMENT/BUSINESS SKILLS REQUIRED:

· Ability to receive customers with courtesy and efficiency
· Knowledge of appropriate telephone techniques
· Ability to answer customers’ questions on the phone
· Ability to encourage vehicle service/maintenance and problem prevention with customers
· Knowledge of automotive systems and ability to explain systems and repairs to customers of varying levels of technical understanding
· Ability to properly document customer concerns on customer service orders
· Knowledge of warranty and service/insurance policies
· Ability to readily work with numbers, mathematics, high-dollar amounts
· Ability to estimate time of service or repair job for purposes of efficient scheduling

POSITION SUMMARY

The Service Consultant:
· Is responsible for establishing rapport and trust with customers.
· Documents vehicle problems by listening to customers describe them and by asking probing questions.
· Road-tests customer vehicles to confirm problems and, after service, to ensure that repairs have been completed.
· Maintains extensive contact with customers, phoning to provide estimates on service and repairs before jobs are begun, explaining the appointments/scheduling systems to customers, and establishing with customers the method of payment for repairs (cash, warranty, etc.).
· Constantly communicates with Technicians to obtain information on needed vehicle repairs.
· Recommends additional maintenance and repair services to customers when appropriate.
· Should be capable of working independently, managing his or her time and work flow.

Please refer the Job description for details