Job Description
Job Description
GENERAL DUTIES
The Dealership representative is responsible for representing the collision repair facility at the dealership or any location hub that sends referrals.
Dealer Representative Hours :
Monday-Friday 8 : 00a.m.-6 : 00p.m.
Saturdays 10 : 00a.m.-2 : 00p.m.
DEALERSHIP RELATIONSHIP DUTIES
- All rental cars, lot damage, and special customer files are updated and payment is secured, including PO’s and deductibles.
- All bills for line 1 are monitored and written if assistance is needed.
- All sublet bills and progress are monitored. Communicate with the shop regarding the progress and expected completion dates.
- All opportunities are documented and solicited.
- Follow up on dealer business incentive plans.
- Check in with the service writers, salesman and managers to accomplish the following :
Review and update progress on car repairs for lot damage, rental cars.
Check with the Service Advisors to see if any vehicles have been towed in and need repairs.Review and update progress on special customer situations.Review and update progress on sublet bills / repairs. Email statuses to the office staffWrite preliminary estimates and go through the lots for possible repair opportunities. Speak with the Service Advisors to confirm if any vehicles were towed in or customer drop offs.Acquire PO’s when neededMonitor and create sales reports.Monitor and create PO reports.Monitor and create plans to increase sales such as examples below :Referral fees.
Referral fee per captured repair.Bonus for most referral or captured repair.Anything else that can motivate the dealership employees to increase sales.Upon receiving Management’s approval, provide lunches, breakfasts to create more awareness.CUSTOMER AND INSURANCE RELATIONSHIP DUTIES
All customers must be greeted promptly and given a fair estimate on the cost and time of the completion of body repairs.All reasonable deadlines must be met and proper communication must be accomplished accordingly. 25 Customers need to be updated daily; this is inclusive of all dealer referred jobs. The representative must check on a daily basis the status of all of these files and log the update notes in CCC1.All insurance adjusters and appraisers must be handled cordially and professionally.Responsible for writing all Dealership estimates (line matched from the templates) that will create a reasonable profit for the facility. This includes dealer part estimates, lot damage estimates and insurance estimates. Lot damage estimates must have written approval from the service advisors prior to the start of repairs. Refer to the parts price list which is attached to the manual. The representative will also be responsible for changing the status in CCC One after the estimate is written. These will be determined and assigned by management daily. In addition to these estimates, the Dealer Representative is responsible for writing 5 non-dealership estimates a week. These estimates will be assigned to you by Management.Build strong relationships with Roadside Assistance Dispatchers.Maintain Yelp and Google account. Address and respond to any bad reviews within 24 hoursAll customer complaints must be handled in a cordial and professional manner. When a customer complaint arises, you must notify management immediately.All adjustments on body and paint repair must be approved by the customer and insurance adjuster. The customer must be advised as to why the charge is more (i.e. additional parts, labor etc.).Jobs will be scheduled through communication with the shop foreman / shop manager to ensure accurate delivery dates.All customers must be updated with accurate deadlines at all appropriate times. You must use the management system (CCC) to determine if anything needs to be adjusted and communicate with the shop foreman / shop manager and customer.All jobs must be given a final inspection to ensure all requests were completed correctly. This MUST be done during the QC process to ensure no additional delays on the delivery.Final billing for completed repair orders must be completed before job completion notification is given to the customer. Following up with the file handler must occur to be sure of this.Collection policies on all monies on body and mechanical repairs must always be followed. This pertains to first check if the customer has it, deductible payment and any CP payment methods that we accept. If a customer needs to use a different payment method, contact management immediately for approval.Payment destination and arrival time must be determined within 24 hrs of liability acceptance and customer approval.All supplements must be completed with insurance approval before the car is released. This must occur before letting the customer know a time for pick up.The customer waiting area must always be kept clean and organized.All PO’s from the dealerships must be collected and kept track of daily. This includes all lot damage and other dealer repairs, dealer small parts, etc.All estimates for dealer vehicles must be written and emailed to the service writer for approval and submitted to the writer for payment. This must be done as soon as the scope of the repair is determined or within 24hrs maximum, this is for lot damage vehicles and loaners.Mange dealership incentive program. Pull reports for monthly review to determine who has sent the most referrals to the shop. Every 2 weeks a progress report must be sent to Management to see which Service Writers are referring work.Dealer representative must keep track of vehicles that are deemed total losses. The Dealer representative must contact the designated sales associate at the dealership to give him / her the lead. Responsible for updating the Total Loss spreadsheet monthly to confirm if a new vehicle was purchased.QUALIFICATIONS
Experience in a body shop environment is an advantage. Must be knowledgeable with Microsoft Office programs and have basic skills using management programs. (Adjustments made as management see fit) Dealer Liaison must stay current with shops ICAR and manufacturer certifications. Must take any classes that are needed to stay certified moving forward, including any required continuing education classes required.
WORKING CONDITIONS
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, Eli’s Auto Center reserves the right to revise the functions and duties of the job or to require the additional or different tasks to be performed when circumstances change (i.e., emergencies, change in personnel, work load, rush jobs, or technological developments)
