SUMMARY
Beginning in our Automotive BDC, you will develop the internal skills necessary to become a service advisor with The Ron Marhofer Auto Family.
An Automotive Service BDC (Business Development Center) is a specialized department within our automotive dealership that focuses on managing communication with customers and handling various aspects of the service department’s operations. Our Automotive Service BDC aims to enhance customer satisfaction, improve service department efficiency, and increase revenue by proactively engaging with existing and potential customers. The Service BDC plays a crucial role in maintaining strong customer relationships.
After your time in the BD, C you will move into a store as an express service advisor. Our express maintenance team handles oil changes, tire rotations, multi-point inspections, as well the replacement of wiper blades, filters, and other basic maintenance as needed. The Express Advisor is responsible for positively greeting the customers, explaining in detail the services offered and procedures to anticipate, asking the customers in-depth questions about the health history of their vehicles, and selling services recommended by our Express Lube Technicians.
ESSENTIAL DUTIES
- Essential Duties include the following. Other duties may be assigned.
- Schedules service appointments. Obtains customer and vehicle data before arrival when possible.
- Greets customers in a timely, friendly manner and obtains vehicle information.
- Writes up customer's vehicle problems accurately and clearly on repair orders.
- Refers to service history, inspects vehicle, and recommends additional needed service.
- Provides a complete and accurate written cost estimate for labor and parts.
- Obtains customer's signature on repair order; provides customer with a copy.
- Establishes customer's method of payment. Obtains credit approval, if necessary.
- Checks on the progress of repair throughout the day. Contact customers regarding any changes in the estimate or promised time, explain cost and time requirements in detail and give general authorization before any additional repairs are performed.
- Review repair orders to ensure that work is completed, and additional work and authorization are noted. Closes repair order as appropriate.
- Ensures that vehicles are parked in assigned areas. Makes sure they are locked, and all keys are marked and put away correctly.
- Ensures menus and pricing guides utilized are up to date.
- Explains completed work and all charges to customers.
- Maintains high customer satisfaction standards and ensures CSI Scores meet or exceed targets.
- Follows up to ensure all documentation is filed correctly and submitted to extended service vendor or manufacturer for timely processing.
- Handles telephone inquiries regarding appointments and work in process.
- Completes walkaround of all vehicles with guests. Inspects all vehicles for body work, informs customers if work is needed, and provides an estimate for body work.
- Verifies All Warranty repairs are covered by the manufacturer or extended service plan and collects any additional payments due from guests.
MARGINAL DUTIES
- Marginal Duties include the following. Other duties may be assigned.
- Advises customers on the care of their cars and the value of maintaining their vehicles according to manufacturers' specifications.
- Establishes “promised time.” Check with the dispatcher, if necessary.
- Follows a quality control process to eliminate comebacks.
- Maintains a professional appearance.
- Keeps work area clean.
LANGUAGE SKILLS
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
MATHEMATICAL SKILLS
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
CERTIFICATES, LICENSES, REGISTRATIONS
Must obtain and maintain any certificates, licenses, and registrations as required by Dealership.
Must maintain a valid Driver's License that meets dealership insurability requirements.
PHYSICAL DEMANDS
Ability to work a 40-hour work week.
Ability to be on feet for up to four hours at a time with no restrictions.
Ability to stand/sit with no restrictions.
Ability to enter/exit and operate a motor vehicle with no restrictions.
Ability to lift up to 40 pounds at one time with no restrictions.
Other duties may be added as required.
