Parts and Labor Specialist (PALS)

Summary

Perform a variety of customer service, in-store sales, and stocking duties related to the receiving, sale and delivery of parts and accessories, works with customers and service technicians to ensure repairs, maintenance and vehicle upgrades are completed in a timely manner and adhere to safety standards and service specifications. Assist customers with counter parts sales and other customer service responsibilities. Regular and consistent utilization of automated dealer management system (DMS) as well as specialized vendor and manufacturer software applications. Assures that all charges related to work orders are posted properly and that all work orders are completed and closed on a timely basis. Establishes and maintains excellent customer rapport and provides outstanding customer service. Conducts him/herself professionally.

Role and Responsibilities

• Handle customer complaints and concerns, escalating serious problems to management as appropriate.
• Greet customers proactively in a courteous manner. Provide hands-on demonstration and education about products, clothing, and accessories to customers to earn the sale.
• Assist in the control of showroom inventory to ensure maximum sales.
• Follow prescribed cash, credit, and check processing procedures.
• Stay current with knowledge of powersports industry product updates.
• Maintain attractive, neat and creative retail sale floor and displays, including routine tidying and cleaning of displays and products.
• Assist in keeping parts department clean and orderly.
• Provide service technicians with parts as required.
• Receive, record, and stock parts and accessories as required.
• Order parts and accessories per dealership procedures and manufacturer and vendor specifications as required.
• Write customer service orders and estimates, including parts and labor costs
• Assign repair orders to service technicians
• Maintain detailed service technician work calendar
• Treat customers fairly and with honesty, and demonstrate our commitment to superior customer service and ethical business practices
• Ensure a clean and safe work area
• Operate safely all equipment sold by the dealership and follow all safety rules in performing work assignments
• Update service records and files using dealership’s computerized information system
• Be aware of and track “comebacks” and make sure the problem is corrected to the customer’s and dealership’s satisfaction
• Other related duties as assigned.

Qualifications & Requirements

Required

• Outstanding customer service skills
• Ability to effectively speak, actively listen, and interpret customer needs effectively.
• Ability to work as part of a team
• Excellent organizational skills
• Ability to prioritize tasks and duties effectively
• Ability to learn quickly and apply new skills
• Excellent problem-solving skills
• Basic computer skills
• Ability to lift and carry up to 80 pounds of material on a regular basis.
• Ability to balance, push and maneuver motorcycles, ATVs, and other powersports/marine vehicles on a regular basis.
• Ability to write and work on routine reports and correspondence
• Ability to negotiate customer complaints to a satisfactory resolution
• Ability to maintain professionalism and efficiency under pressure
• Knowledge of and experience with repair and maintenance of powersports vehicles, including ATVs, UTVs, snowmobiles, boats, personal watercraft, and motorcycles
• Experience with computerized information systems; knowledge of Lightspeed EVO or similar power sports dealer management software is a plus

Preferred

• Basic knowledge of powersports and marine vehicles, including parts and accessories
• Basic knowledge of parts inventory and management systems

Education and Experience

• High school diploma or GED equivalent required
• Basic PC skills
• One to three years’ experience in parts sales or service department, or its equivalent in combined education and experience.
• Experience working in a powersports/marine dealership highly desirable.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan

Schedule:

• Day shift

Work Location: In person