The Mobile Service Advisor is responsible for providing excellent customer service keeping in mind that our customer's perspective comes first. This individual presents a friendly, professional working with customers and helps identify, confirm, and offer resolution to customer concerns. The Mobile Service Advisor has a sincere desire to serve our customers. This individual finds and communicates additional repair and service needs to customer based on vehicle inspection as needed. Serves as the communicator between customer and technician; ensuring the customer's needs are understood by the technician and the needed and recommended service/repairs are understood by the customer. Proactively work to generate new work regularly to meet the needs/demands of mobile servicing.
The Mobile Service Advisor is supervised by the Service Manager.
ESSENTIAL FUNCTIONS AND DUTIES - Answer incoming telephone calls in a friendly and professional manner.
- Treat customers in a friendly and professional manner.
- Identify, confirm, and offer resolution to customer concerns.
- Communicate with customer what needs to be done, how much it will cost and when service will be complete.
- Attain agreement from customer for service needs.
- Offer a mobile mini-inspection.
- Write accurate repair orders using CDK system.
- Provide estimates that are accurate and support the work done.
- Obtain approval to review findings of multi-point inspection and associated prices.
- Obtain approval to proceed with Additional Service Requests.
- Dispatch repair orders to technicians following department dispatch policy and utilizing cost control methods.
- Communicate with technicians to gain clear understanding of services required and/or performed.
- Follow-up with customer during repair/servicing of vehicle so they are aware of status.
- Upon completion of service performed promptly and professionally re-deliver vehicle to customer.
- Review all lines of completed repair order and collect payment for services performed.
- Prospect new business with body shops, independent repair facilities, guest in and out of our PMA, etc.
- Email/call/text guests using in house communications for awareness of mobile services.
- Work with and manage BDC team for appointment traffic and scheduling to best suit guests and technicians needs.
- Proactively work with parts department and mobile technicians to have parts available for upsell opportunities.
- Other duties as assigned.
- Constructively communicate with other dealership personnel as required to satisfy customer needs.
- Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its personnel, or customers.
- Maintain personal grooming, hygiene, and uniform standards according to departmental policies.
- Arrive at work, take breaks, and depart work at the times designated by management.
- Attend meetings and trainings as scheduled.
- Ensure that work areas and customer waiting areas are kept clean.
PERFORMANCE MEASUREMENTS - Customer Satisfaction Index (NPS)
- Hours per RO
- Effective Labor Rate
- Customer Pay Sales as a percentage of Total Sales.
ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES - Communication skills - communicates effectively with others.
- Time management - managing one's own time and time of others.
- Typing - ability to type efficiently to enter repair orders.
- Mathematics - calculating service costs and counting change.
- Basic computer skills
PHYSICAL DEMANDS AND WORKING CONDITIONS - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions.
- Physical Demands: Standing, walking over 2/3 of the time, sitting, using hands to finger, handle or feel to 2/3 of time, reaching with hands and arms to 2/3 of time, kneeling/crouching to 1/3 of time, driving vehicle 2/3 of time, talking or hearing over 2/3 of time, move, transport, or place up to 1/3 of time up to 50 pounds, safe driving based on current conditions and applicable laws.
- Working Conditions: Moderate to loud noise and exposure to outdoor weather conditions.
Requirements
Requirements - 2 years of technician experience
- High school graduate or equivalent
- 18 years or older
- Possess an acceptable driving record and valid driver's license in state of residence
- A criminal history background check will be conducted prior to beginning employment
- Clear pre-employment drug screen
This job description applies only to the specific employing entity and location of an individual's employment.
This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments).