Service Advisor/Writer

Apple State Power Sports

1707 N 1st St, Yakima WA 98901

Job Data 

Job Title- Service Advisor/Writer

Department- Service Department

Supervisor- Service Manager

Summary Description

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

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 customers.

• 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

1. 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. 

1. 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 50 pounds of material.

• Occasionally requires the ability to balance and push a(n) 900 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.

Benefits

• Health Insurance 

• Simple IRA with employer match at 3%

• Paid Holidays

• AFLAC

• Employee discount

• Signing Bonus

• Performance bonuses and spiffs

Pay

• Pay is 35k-60k annually

• Hourly