What are the responsibilities and job description for the Assistant Service Manager/Service Advisor position at Gatorland Toyota?
GENERAL RESPONSIBILITIES
The service advisors’ primary responsibility is to provide an outstanding customer experience. Service advisors have a high customer contact count each day, in person and on the phone. As such, the following is critical for success:
- Professional appearance
- Excellent communication
- Organizational skills- attention to detail and accuracy on paperwork
- the ability to multitask
- A true passion for serving guests Most importantly follow GAMG’s reception and active delivery process.
BEST PRACTICES OF A SUCCESSFUL ASM
These “best practices” are itemized below as to how often they should be done, i.e., daily, weekly, or monthly. This list is extensive but not all-inclusive in describing the duties of an Assistant Service Manager.
- Know your appointments for the day.
- Have your preprinted work orders and other documents prepared the night before the appointment date.
- Call all missed appointments from the prior day to reschedule.
- Call Orphan Owners that have appointments with an advisor that is no longer an associate of the dealership
- Call customers from service marketing lists that are potential customers.
- Provide clear documentation on work orders for technicians.
- Provide clear and accurate invoicing for customers, warranty, and internal ROs.
- Present customers with factory maintenance needs.
- Recommend the items documented on the multi-point inspection.
- Proactively update customers on vehicles progress when appropriate and at a minimum of twice a day. 10:00AM and 2:00PM
- Customers in the lounge waiting at the dealership for service to be completed need the sale pro-active updates.
- Follow the 10-5-First-Last rule.
- 10 Foot Rule - Recognize that a customer is within your workspace.
- 5 Foot Rule - Have contact with the customer.
- First: Be the first person to speak
- Last: Be the last person to speak
- Smile and portray a positive attitude and happy demeanor.
- Deliver vehicle by promise time, contact customer in advance if the originally promised time cannot be met.
- Answer phones and return calls in a timely manner.
- Arrive at work sufficiently before start time so that all preparations are complete (uniform, name badge, start-up process) before guests are received.
- Review special order parts status with the parts department and make calls as necessary.
- Prepare your Game Day Report (example attached) as your manager will be reviewing with you and picking it up first thing in the morning. That will include:
- Activities from the prior day's sales and gross
- Calls made to develop new business
- Appointments for the next day
Job Type: Full-time
Pay: Up to $120,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Referral program
- Vision insurance
Shift:
- 10 hour shift
- 12 hour shift
Work Days:
- Rotating weekends
Experience:
- Sales: 1 year (Preferred)
License/Certification:
- Driver's License (Required)
Work Location: In person
Salary : $120,000
