What are the responsibilities and job description for the Service Consultant position at DEFCON Powersports?
Service Consultant
Job Objective : Provide prompt, dependable, high-quality, labor sales to customers by using current proactive feature benefit sales techniques.
QUALIFICATIONS
License(s)
Driver's License (DL)
Education
High school diploma (or equivalent)
Skills
Read and comprehend instructions and information
Strong communication skills
Ability to meet the company's production and quality standards
PHYSICAL REQUIREMENTS
Environment
Indoors -air-conditioned areas
Physical Movements
Sitting - on a regular basis
Standing - on a regular basis
Walking - on a regular basis
Bending / Twisting and / or Stooping - on a regular basis
Kneeling and / or Squatting - on a regular basis
Lifting - over 50 lbs - on a regular basis
Reaching and / or lifting overhead - on a regular basis
Climbing - stairs as required
Repetitive hand / finger movement - on a regular basis
Grasping / grabbing with hands - on a regular basis
Pushing / Pulling - on a regular basis
GENERAL EXPECTATIONS
Devote himself / herself to ensuring customer satisfaction
Inquire about management, production, and quality requirements established by the company
Develop and maintain effective listening skills
Understand and follow company rules, policies, and expectations
Establish personal performance goals consistent with company standards of productivity and devise a strategy to meet goals
Understand business terminology and remain current with technology changes in products and service
Know and comprehend federal, state, and local requirements which govern the company's business
Attend company meetings as required
Participate in performance management
Uphold the company's non-disclosure and confidentiality policies and agreements
Follow lawful directions from supervisors
Interact well with others and positively influence employee morale
Work evening, weekend, and holiday work hours as required
Maintain a professional personal appearance
JOB-SPECIFIC RESPONSIBILITIES
Determine costs and completion date of expected repairs and relay customers
Analyze progress to maximize efficiency and maintain high-quality repairs
Delegate jobs to technicians based on skill levels effectively using current resources
Ascertain correct part numbers on repair orders and direct the Parts department to correlating parts required prior to repair
Diagnose problems correctly and describe problems on repair orders accurately
Establish and maintain an effective and proficient Service department focusing on offering excellent customer satisfaction working in conjunction with Service Manager
Aid technicians as required when issues arise with the completion of service work
Produce accurate estimates for wreck and internal repairs
Provide assistance with cashier transactions when needed
Adhere to procedures for timely and proficient dealing with warranty items such as correct storage and labeling
Develop and maintain skills required to become proficient with all phases of computer system needed for requisition for parts and service management
Initiate and finalize repair orders for warranty, customer paid, and internal repair
Handle customer complaints sensibly displaying empathy and a constructive attitude to satisfy customers and retain loyalty
Greet customers promptly with friendliness and politeness
Conduct phone transactions quickly, courteously
Sell supplementary services by notifying customers of service specials and / or when additional work is required on the vehicle
Notify customers promptly concerning delays, changes, or additional work required
Offer special attention when repeat repairs arise and ensure the issue is corrected
Communicate realistic and appropriate levels of expectations for customers concerning all aspects of service and service repairs
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