PURPOSE OF THE POSITION: Service Advisors are the sales force of the Service department. They handle all customer transactions from start to finish while striving to achieve department and personal goals while providing excellent customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES: including the following and are addressed in further detail in the accompanying SOP that is incorporated into the job description.
KRAs:
CULTURE: Using the mission statement and core values to sustain a high level of personal development and relationships.
DUTIES including but not limited to:
- Be an example of living the mission and core values
- Continually learn and apply new selling skills, strategies and techniques on a daily, monthly and yearly basis. Complete OEM or vendor training within timelines set by the company. Maintain a high level of product, market and industry knowledge.
- Hold yourself, your peers and your team to the highest level of accountability with cleanliness, organization, and safety standards.
- Proactively support and work with other employees, departments and/or locations to give the customer a seamless experience in ways that promote teamwork.
CUSTOMER RELATIONSHIPS: Achieve and sustain a high level of customer satisfaction in ways that increase the loyalty and growth of current and new customers.
DUTIES including but not limited to:
- Accurately document customer service needs to the work order by professionally greeting, actively listening to and communicating expectations with the customer in a way that builds their comfort and confidence.
- Successfully maintain and enhance ongoing customer relationships through timely follow-up communications that lead to repeat business per company policy, including in-process, current and past customers.
SERVICE EXECUTION: Achieve predetermined goals while maintaining a high level of operational excellence.
DUTIES including but not limited to:
- Meet or exceed individual service sales goals by selling additional service/maintenance, parts and accessories in a proactive manner which serves the customer and is in their best interest.
- Understand and follow the established repair order process through to its satisfactory and timely completion, including effective scheduling and/or communication about scheduling expectations set and timely collection of authorizations. Accurately estimate and document all charges on the repair order.
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Language Skills to include the ability to read, analyze, and interpret documents. Ability to make effective and persuasive speeches and presentations to clients.
- Reasoning Ability to define problems, collect data, establish facts and draw valid conclusions.
- Work Experience Requirements 1 year related experience and/or training.
- Written Communication to include basic computer knowledge i.e. typing and the use of scheduling systems
PHYSICAL REQUIREMENTS:
- Regular attendance during normal scheduled store hours including the ability to work 9+ hours per day and the ability to work weekends.
- Frequent standing, walking and sitting
- The ability to work in a high stress environment and the ability to work under tight deadlines which may require longer/later hours as needed.
- The ability to continually engage and interact with others, including clients and employees throughout the work day via various methods of communications including phone and computer usage.
- Occasional lifting of up to 35 lbs
- Occasional pushing of up to 100+ lbs
WORK ENVIRONMENT:
- Occasional exposure to changes in temperature and humidity
- Frequent working with and around others
- Occasional work around mechanical parts
- Occasional exposure to hazardous chemicals
- Occasional work around moving objects, (including dogs and other service animals)
- Noise level is med to high
There are some great perks when you join the Mountain Team:
- Fun Work environment
- Casual Atmosphere
- Health Insurance including Dental and Vision
- Wellness Program
- Matching 401K
- Paid Time Off
- Financial Peace University
- Generous discounts on purchases
- Vehicle purchase program
- Company paid life insurance
- Company paid Short term and long term disability insurance
- Team member recognition
Hourly plus Commission Pay
EEO