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Employment: Full-Time Service Consultant

Employment: Full-Time Service Consultant


WE NEED THE APPLICANT TO HAVE:

  • Outgoing personality
  • Exceptional customer service skills
  • Valid driver’s license with “M” (motorcycle) certification
  • Able to push motorcycles around the dealership

WE HAVE A VERY AGGRESSIVE BENEFITS PACKAGE:

Competitive Wages, 401(k), Paid Vacations, Medical Insurance, Profit Sharing & More!


Summary Description

Intakes customer vehicles, diagnoses problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.

Key Result Areas

Service Department Operations

  • Customer Service

Major Duties and Responsibilities

1. Service Department Operations

  • Assist Service department manager in maintaining a smooth-running efficient service department with a high degree of customer satisfaction.
  • Diagnose problems accurately, and clearly describe them on the repair order.
  • Estimate costs and completion times at point of sale. Clearly communicate them to customer.
  • Assign jobs to technicians based on skill level and current resource utilization.
  • Review work-in-progress to ensure quality and timeliness.
  • Occasionally assist technicians when they are having difficulty performing service work.
  • Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts before job starts.
  • Perform cashier functions, as needed.
  • Make estimates for internal and wreck repairs.
  • Open & close all customer paid, warranty, and internal repair orders.
  • Follow procedures for quick and efficient handling of warranty items, including and proper storage of these items.
  • Become familiar and efficient with all phases of the computer system required for service and parts management

2. Customer Service

  • Provide superior customer service to both internal and external customers
  • Greet customers immediately, in a courteous and friendly manner.
  • Handle telephone transactions quickly, and courteously.
  • Promptly notify customers of any changes, delays, or additional work needed.
  • Sell additional services by pointing out service specials or additional work needed.
  • Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.
  • Give special attention to repeat repairs to ensure the situation is corrected.
  • Avoid making commitments which can=not (or likely will not) be met. Set customers’ expectations to a level where they will likely be met.

3. Other Duties

  • As assigned

Supervisory Responsibilities

  • No Supervisory Responsibilities

Commitments

  • Treat all employees and customers fairly, courteously, and with dignity.
  • Model superior customer service behavior for all interactions with customers and employees.
  • Be prompt and available for flexible scheduling.
  • Maintain up to date technical qualification (PHD and others) by completing all training programs assigned by the Service Manager.

Qualifications & Job Requirements

  • Superior communication and customer service skills.
  • Ability to get along with a broad customer base.
  • Knowledge and experience with servicing Harley-Davidson/Buell motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
  • Experience with point-of-sale and Parts and Service management computer software or the ability to quickly learn due to general knowledge and experience with computers.
  • Current, valid motorcycle license.

Physical Demands

  • The noise level in the work environment is usually loud.
  • Occasionally required to bend, stoop, crouch, reach, and handle tools.
  • Occasionally requires the ability to lift 70 pounds of material.
  • Occasionally requires the ability to balance and push a 950 motorcycle.

Working Conditions 

  • Frequently works near moving mechanical parts.
  • Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
  • Occasionally, exposed to exhaust fumes or airborne other particles.