Service Appointment Advisor

Description
Sells and schedules needed service work in the Fixed-Ops BDC and communicates all needed sales information to their guests during the entire scope of making appointments.. 

Essential Duties
Specific responsibilities include, but are not limited to the following (other duties may be assigned):

- Pre-writes and schedules service appointments (utilizing the required processes). Obtains guest and vehicle data prior to arrival
- Greets guests on the phone or email in a timely, friendly manner, obtains vehicle information and processes appointments 
- Writes up guest's vehicle concerns accurately and clearly on repair order (utilizing the required processes) 
- Refers to service history and recommends additional needed service 
- Advises guests on the proper care of their car and the value of maintaining their vehicles in accordance with manufacturers' specifications
- Provides a complete and accurate cost estimate for total job
- Obtains guest's verbal approval on appointment repair order
- Properly enters appointment RO into ADP/Xtime system 
- Adheres to the current service marketing programs 
- Uses all service department forms, menus and pricing guides consistently; notifies management if any information is out of date or incorrect 
- Maintains high guest satisfaction standards and strive for outstanding CSI scores 
- In a prompt and friendly manner; handles telephone inquiries regarding estimates, general questions, appointments and work in process 
- Works in accordance with the BDC Coordinator to broaden the scope of contact with potential fixed-ops customers 
- Handles assigned customer contact campaigns as directed customers 
- Contacts the maximum number of customer possible per day
- Monitors the times most efficient for contacting guests and uses the non-efficient contact times for creative meetings with the BDC Coordinator, training and performing non-contact BDC work as needed 
- Handles overflow calls from Service, Parts and Motorsports during high call volume traffic 
- Maintains a professional appearance and attitude
- Keeps work area clean


SUPERVISORY RESPONSIBILITIES: capable of working well with other team members, mentoring apprentice personnel and motivationally directing support staff personnel

QUALIFICATIONS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: Willing to participate and apply factory training or other forms of training when ever available.

LANGUAGE SKILLS: Must be able to converse well with guests in English; fluency in Spanish while not required is encouraged.

MATHEMATICAL SKILLS: Must have good mathematical skill in order to properly estimate and calculate work orders.

REASONING ABILITY: Has the ability to reason with difficult people and situations as well as hold intelligent conversations with all our guests.

CERTIFICATES, LICENSES, REGISTRATIONS: Must have a valid drives license, be able to be insured to drive company or guest's vehicles and be a US citizen or hold a valid US working permit.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


 

Contact

Herzog-Meier

4275 SW 139th Way
Directions Beaverton, OR 97005

  • Sales: (877) 738-1870
  • Service: (877) 364-4406
  • Parts: 503-372-3250

Hours

  • Monday 9am-8pm
  • Tuesday 9am-8pm
  • Wednesday 9am-8pm
  • Thursday 9am-8pm
  • Friday 9am-8pm
  • Saturday 9am-8pm
  • Sunday 10am-7pm