Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
Professional Development
Paid holidays
Job Description
Warren Henry is a reputable automotive dealership group known for delivering exceptional customer service and quality automotive sales and services in Florida. With a strong commitment to customer satisfaction and professional integrity, Warren Henry prides itself on providing a superior service experience to vehicle owners. The dealership offers a comprehensive range of automotive services including maintenance, repairs, and sales of both new and pre-owned vehicles. Its diverse portfolio and dedicated staff make it a leader in the automotive industry in the region.
The position open at the Lincoln North Miami location is for a Service Consultant, which plays a critical role in the dealership's service department. This role is full-time and primarily involves being the first point of contact for customers arriving at the service drive, ensuring they receive excellent customer service. The Service Consultant is responsible for evaluating and understanding the vehicle service needs, managing appointments and reservations, and maintaining consistent communication with customers throughout their service experience.
In this position, the Service Consultant will manage various operational tasks including coordinating appointments through Xtime center software, handling service calls, and staying updated with monthly specials and vendor services. The role requires attention to detail in maintaining service files, obtaining customer information, and assisting with after-hours vehicle drop-offs as well as towed vehicle processing. The Service Consultant will also be tasked with promoting and selling labor, parts, and accessories aligned with customer needs, providing accurate estimates, and ensuring timely completion of service orders.
Customer satisfaction is paramount; therefore, the Service Consultant is expected to continuously monitor repair progress, communicate status updates, and resolve any customer concerns either independently or by seeking managerial assistance. The role also entails financial responsibilities such as processing payments, performing cash drawer counts, and ensuring the accuracy of billing for parts and service. Maintaining a clean and orderly workspace along with the customer areas in the service department is part of the job to uphold the dealership standards.
The position requires maintaining certifications, participating in continuing education, and complying with dealership policies on professional conduct and appearance. The Service Consultant must foster positive work relationships and uphold the image of Warren Henry both on and off the dealership premises. This role is dynamic, customer-oriented, and demands excellent organizational, communication, and problem-solving skills to enhance the overall customer experience at Lincoln North Miami.
The position open at the Lincoln North Miami location is for a Service Consultant, which plays a critical role in the dealership's service department. This role is full-time and primarily involves being the first point of contact for customers arriving at the service drive, ensuring they receive excellent customer service. The Service Consultant is responsible for evaluating and understanding the vehicle service needs, managing appointments and reservations, and maintaining consistent communication with customers throughout their service experience.
In this position, the Service Consultant will manage various operational tasks including coordinating appointments through Xtime center software, handling service calls, and staying updated with monthly specials and vendor services. The role requires attention to detail in maintaining service files, obtaining customer information, and assisting with after-hours vehicle drop-offs as well as towed vehicle processing. The Service Consultant will also be tasked with promoting and selling labor, parts, and accessories aligned with customer needs, providing accurate estimates, and ensuring timely completion of service orders.
Customer satisfaction is paramount; therefore, the Service Consultant is expected to continuously monitor repair progress, communicate status updates, and resolve any customer concerns either independently or by seeking managerial assistance. The role also entails financial responsibilities such as processing payments, performing cash drawer counts, and ensuring the accuracy of billing for parts and service. Maintaining a clean and orderly workspace along with the customer areas in the service department is part of the job to uphold the dealership standards.
The position requires maintaining certifications, participating in continuing education, and complying with dealership policies on professional conduct and appearance. The Service Consultant must foster positive work relationships and uphold the image of Warren Henry both on and off the dealership premises. This role is dynamic, customer-oriented, and demands excellent organizational, communication, and problem-solving skills to enhance the overall customer experience at Lincoln North Miami.
Job Requirements
- High school diploma or equivalent
- minimum of 1 year related experience or training
- effective communication skills
- basic math skills for calculations
- valid driver’s license
- proficiency with computers and typing
- ability to keep organized and maintain accurate records
- problem-solving skills
- ability to maintain professional appearance and conduct
- ability to work well with others
- commitment to continuing education and certification maintenance
Job Qualifications
- High school diploma or general education degree (GED) or 1 year of related experience and/or training
- ability to read, write, reasonable spelling skills for writing repair orders and communicating professionally with email
- ability to effectively present information and respond to questions from management, employees and customers
- ability to calculate figures and amounts such as discounts, taxes, and percentages
- ability to apply common sense understanding to carry out instructions, tasks, or handle any customer situation
- ability to apply creative problem solving for any customer issue or concern and decide if further escalation is necessary
- valid driver’s license
- ability to operate a computer
- ability to type
- ability to use a calculator
- ability to keep organized files and documents
Job Duties
- Maintain customer relations with all existing and future clients
- attempt to resolve any customer concerns or seek the appropriate management contact to assist
- plan and coordinate known appointments that will be arriving the next day
- set appointments using the Xtime center and maintain the service reservations
- answer service calls and follow up in a timely manner
- review all monthly specials, learn current service menus and review sublet vendor services
- maintain department and customers service files and review for accuracy before sending to final scanning
- determine and discuss alternate transportation needs with customers
- greet customers, obtain and verify customer information and vehicle data, retrieve service history and follow the service consultant process manual
- process after hours drop off vehicles and towed in vehicles
- prepare all pickup and delivery clients and have ready for the drivers
- promote the sales of labor, parts, sublet services and accessories to meet the customer’s needs
- provide customer with accurate estimates and completion times
- obtain customers signature on all repair orders, document agreements, and credit card payment slips
- check on progress of each repair order throughout the day and keep customer informed of any status changes
- review all repair orders and verify that parts are billed out on appropriate lines and that all customer and warranty items have been billed and coded
- verify that all quality control standards have been met and vehicle has been washed before contacting customer
- follow up with all aging repair orders and provide daily explanation to Service Manager for any repair order open longer than 4 days
- maintain a customer satisfaction inquiry score above national average
- capture valid customer emails and maintain a CSI email capture rate higher than the national standard
- maintain a follow up system for special ordered parts or vehicles that will need additional future repairs
- maintain a clean orderly office that is acceptable in accordance with dealership’s standards
- maintain all common customer areas and assure that all amenities are stocked and in proper working order
- perform cashier functions during the vehicle pick up process
- establish method of payment and collect cash, money order, check, Visa, Master card, or American Express
- account for all financial transactions daily and place the completed deposit envelope into the safe
- perform a cash drawer count at the end of your shift and report any overages or shortages to Service manager
- maintain all applicable certifications and keep continuing education up to date with TOE and dealer standards
- maintain Compli and complete assigned modules in a timely manner
- maintain a well groomed appearance and uniform while performing job duties or away at training
- conduct yourself in a suitable fashion when in uniform and off of the dealership premises
- maintain pleasant working relationship with all dealership employees
Job Criteria
Experience
Entry Level (1-2 years)
Job Location
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