REPORTS TO: Service Director
POSITION TYPE: Full-time
PAY TYPE: Commission
POSITION SUMMARY:
Are you a customer service Ninja who can’t stand standing-still? Assistant Service Managers (Service Advisors) are responsible for acting as a liaison between the customer and the Technicians. ASMs also act as a resource for our guests as they make their vehicle maintenance decisions. Successful Assistant Service Managers (ASM) are ambitious problem-solvers that excel in a very fast paced environment. Thriving under pressure without sacrificing friendly service and top quality is a must. If you can keep a smile on your face while your mother in law is judging your life choices, or your father won’t stop talking politics at the dinner table, you might consider this career! If you like a busy workday, we promise your day will fly by! Pay is driven by commission; your success is limited only by your skills, initiative, and desire to succeed. You are kind of the center of activity in the dealership; you interact with many departments. So, if you’re a pro at multi-tasking then this is the career for you!
POSITION REQUIREMENTS:

• Minimum high school diploma or equivalent
• Ability to maintain a positive attitude – Wow the customers with a bright smile even on the rainiest of days!
• Valid Michigan driver’s license and an insurable driving record – A must! We do a lot of driving here
• Ability to read, speak and write English in order fulfill job functions in an understandable way - Bi-lingual encouraged to apply!
• Ability to operate a computer, tablet, and telephone system

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Greet customers in a timely and friendly manner
• Perform four point walk around on the customer’s vehicle
• Schedule appointments using dealership software - Remember DOS? It's a little like that.
• Utilize dealer management system for repair order creation, booking, and cashiering
• Actively listen to customers to determine the customer’s concerns and identify preventative maintenance needs - Psychic abilities get extra points.
• Obtain and record accurate customer and vehicle data - Like sports stats, but cars!
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus and the dealer management system
• Address manufacturer warranty and recall concerns in accordance with manufacturer policy and procedures
• Work proactively with the sales department when a customer indicates interest in obtaining a new or used vehicle
• Maintain Customer Satisfaction Index (SPSI) rating at least comparable to that of the manufacturer, zone, or branch average
• Maintain dealership-prescribed standard for “hours per customer repair order written”
• Ensure that all documents are accounted for and signed as required – Gotta have that paper trail!
• Maintain effective communication with technicians to understand vehicle and customer needs – Think of yourself as a liaison
• Accomplish the forecast that has been established by the Service Director – We’re not expecting you to change the weather!
• Provide and communicate estimates for labor and parts to the customer in a timely fashion
• Establish “time promised” and communicate any deviations in a proactive manner
• Follow up with progress of repair and any changes – Communication is key!
• Compare final invoice with original repair order
• Deliver vehicle to customer and answer any questions - Questions mostly limited to vehicle care, work completed, the makeup of Saturn's rings, last week's baseball game, and if there really are penguins at the North Pole.
• Achieve and maintain manufacturer certifications

OTHER DUTIES AND RESPONSIBILITIES:

• Understand and follow federal, state, and local regulations such as those concerning the disposal of hazardous wastes, OSHA right-to-know, etc.
• Follow up with customers after visits
• Maintain follow-up program on additional items found in need of repair or any other declined services
• Be responsible for quality control, to ensure that work is completed as requested and to reduce comebacks
• Relating positively and courteously with diverse groups of people (customers, visitors, and staff)
• Encourage a positive and upbeat team environment – We work hard but we still have fun!
• Assist co-worker’s customers when necessary to ensure an optimal customer experience
• All other duties as assigned – Can’t forgot that one!

PHYSICAL AND ENVIRONMENTAL DEMANDS:

• Fast-paced environment – We have a looooot of people visit us every day!
• Ability to work in the service drive which may experience, but is not limited to conditions such as: varying temperatures, noise, dust, and exhaust fumes – you know, all the stuff involved with being around cars
• Ability to work weekends – No Sundays!
• Ability to stand for several hours at a time
• Ability to lift 50 pounds

We love our customers and employees and DeNooyer Automotive Family happily offers services and employment opportunities without regard to race, color, religion, national origin, sex, age, height, weight, marital status, disability, veteran status, citizenship, or any other legally protected characteristic.