Overview

 

JOB TITLE: Parts & Labor Specialist

 

REPORTS TO: Parts and Service Manager

 

HOURS OF WORK: Assigned

 

 

BASIC JOB SUMMARY: The Parts & Labor Specialist is the dealerships front-line customer relations and after purchase representative. The job encompasses the proper satisfaction of customer and vehicle related problems, meeting pre-determined sales objectives, and complete accurate performance of designated administrative activities.

 

 

SPECIFIC RESPONSIBILITIES: Customer Relations

 

 

 

____Maintain a high standard of grooming, hygiene and uniform appearance.

 

____Maintain a professional work area, organized and free from food, drinks and litter.

 

____Conduct all business with sincerity, honesty and genuine concern for customers.

 

____Promptly meet and greet customers in a friendly and courteous manner, Customers are always first, and more important than any employee or task.

 

____Handle minor customer complaints and or misunderstanding with courtesy and tact, and in a manner that does not further aggravate problems.

 

____Make policy adjustments within the guidelines and budgets established by management.

 

____Answer incoming telephone calls promptly, courteously within 3 rings and make every effort to satisfy the callers.

 

____Write the expected number of customers per day with control of status, routine up sell and menu sales, communication, and delivery and follow up under supervision and guidance of senior staff.

 

____Assist where needed in the quartermaster process – i.e., answering phones, greeting customer, setting appointments, delivery, customer follow up, estimate preparation, and up selling, under supervision and guidance of senior staff.

 

____Maintain an accurate accounting of all transactions in assigned cash drawer, including collecting cash, credit cards and other methods of payment accurately. Maintain complete records as necessary.

 

 

____Demonstrate an unquestionably pro-active customer service attitude in all behavior – verbal and non-verbal with all customers – internal and external.

 

 

SPECIFIC RESPONSIBILITIES: Service Sales
 

 

____Listen with intent to customer’s reasons for bringing in their vehicle to the Service Department.

 

____Offer logical diagnostic services or repairs to satisfy customers concerns

Provide accurate estimates for all the services or repairs recommended

 

____Sell the proper repairs and or services being responsive to the customers perceived needs.

 

____Make a genuine effort to sell the maintenance services due on every service customers’ vehicle according to the recommended process in the service consultant’s handbook.

 

____Document with an “Offered Maintenance” operation code when the recommended scheduled is not performed.

 

____Obtain accurate part and labor prices for all customer pay and internal operations using the appropriate price book.

 

____Obtain the customers written approval on all repair orders at the time of write up or when closing additional add on sales.

 

____Obtain properly documented telephone approval for all add-on sales when customers are not at the dealership.

 

____Meet or exceed sales objectives set by management.

 

 

SPECIFIC RESPONSIBILITIES: Parts & Accessory Sales
 

____Sell the correct part and accessory in response to the customers perceived needs. Complete all necessary requirements and research to ensure accuracy, never assume a part or accessory fits.

 

____Make a genuine effort to sell additional up-sells to every customer.

 

____Obtain accurate part and labor prices for all customer pay and internal operations using the appropriate price book.

 

____Obtain the customer’s approval on all invoices or when closing additional add on sales.

 

____Document year and model on all parts invoices in ship to section.

 

____Meet or exceed sales objectives set by management.

 

 

 

 

SPECIFIC RESPONSIBILITIES: Administration – Service
 

____Properly and thoroughly write repair orders for the categories of work designated by management.

 

____Distribute repair order copies according to department policy.

 

____Maintain a Service Consultant Route Sheet on a through, accurate and continuous basis.

 

____Thoroughly document repair order changes both on paper and in the computer.

 

____Carefully review every finished repair order for proper competition, pricing accuracy, and legibility.

 

 

____Maintain a record of carry overs and special order parts status contacting the customer when parts have arrived.

 

____Perform other specific administrative functions as directed by the leadership team.

 

SPECIFIC RESPONSIBILITIES: Administration – Parts
 

____Properly, create invoices, using ordering policies and collect the appropriate payments.

 

____Maintain cash register accuracy at all times, following company procedures regarding documentation and cash safety.

 

____Carefully review every finished invoice for proper competition, pricing accuracy, and legibility.

 

____Maintain a record of special order parts status, contacting the customer when parts have arrived.

 

____Perform other specific administrative functions as directed by the leadership team.

 

____Conduct or participate in periodic physical inventory of all merchandise,(counts, reports and adjustments)

 

____Ensure displays and stocked, clean and appealing to customers

 

 

 

 

 

 

 

 

 

SPECIFIC RESPONSIBILITIES: Communication
 

____Provide additional vehicle problem/complaint information to the technical staff as needed including comeback analysis, no problem found worksheets.

 

____Maintain communication with the technical staff and or dispatcher regarding job status changes.

 

____Remain aware on the shops workload to determine the amount of work the shop can accommodate.

 

____Inform the Sales Manager of potential new vehicle sales customers.

 

____Periodically update customers with progress of requested service, always updating when a change of status. Updating contacts on log sheet.

 

____Contact service customers when their vehicle is completed with a complete explanation.

 

____Report to the leadership team any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees or customers.

 

 

 

 

SPECIFIC RESPONSIBILITIES: Employment
 

____Completion and involvement of additional training to improve job skills

 

____Maintain a good work ethic and attendance record.

 

____Additional responsibilities outside of Parts & Labor may also apply depending on the business needs and judgment of the leadership team

 

 

 

 

 

 

 

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Parts & Labor Specialist

 

 

 

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