SERVICE ADVISOR (Mattoon)

Summary/Objective:

Consult with customers regarding service needs.

Essential Job Functions:

• Communicate directly with customers regarding vehicle service
• Schedule service appointments
• Ensure work is completed by service technicians in a timely manner
• Various other duties as assigned

Knowledge, Skills and Ability Requirements:

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
• Design - Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Managing People - Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external).
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Preferred Education/Experience:

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

Supervisory Responsibilities:

Directly supervises eight non-supervisory service technicians in the service department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to work near moving mechanical parts.

The noise level in the work environment is usually moderate.

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.

While performing the duties of this Job, the employee is regularly required to stand and talk or hear. The employee is frequently required to walk. The employee is occasionally required to sit.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Compensation & Benefits:

• The employee will be paid $40,000 - $75,000. Starting pay is determined based on factors such as experience, qualifications, skills, education, and geographic location.
• Benefits: Comprehensive benefits package including health insurance, dental insurance, vision insurance, 401(k) with company match, paid time off, and employee discounts.

Performance-Based Bonus:

• The employee may be eligible for a discretionary performance-based bonus, determined by individual and company performance. Bonus eligibility is based on key performance metrics, including goal achievement, work quality, and overall contribution. Bonuses are not guaranteed and are awarded at the employer’s discretion. The employee must be actively employed and in good standing at the time of payment.

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