Job Details
Retail Service Advisor
Automotive Job Type Full-time Description **MISSION**
To supervise and coordinate the activities of auto technicians and general service technicians
**ESSENTIAL DUTIES**
* Manage workflow of service department
* Assure each customers original concerns are addressed in the technicians inspection and findings
* Prepare service estimates and maintain customer trust by explaining those estimates, repairs needed, other recommendations, and completion times
* Resolve customer concerns or complaints as they arise
* Foster a good working relationship with parts vendors
* Maintain inventory for back shop supplies
* Train service personnel
* Embrace Purcells culture of safety and perform all jobs in a safe manner
* Protect company assets
* May serve as assistant manager (store specific)
* Regular attendance in accordance with assigned schedule
* Ability to perform physical requirements as listed in job description
* Other essential and non-essential duties, as assigned by management
Requirements **REQUIRED EDUCATION, EXPERIENCE, LICENSES & CERTIFICATIONS**
* Minimum Education: Associate's Degree or Trade School
* Minimum Job-Specific Experience: 6-10 years
* Management Experience: 1-2 years
* Drivers License Required: Yes
* Other Job-Specific Licenses or Certifications Required: Tire Industry Association ATS certification, ASE certifications, vendor-provided training
**REQUIRED KNOWLEDGE, SKILLS, & ABILITIES (KSAs)**
**Job-Specific KSAs:**
* Tire & Automotive Industry Essential industry information including tire brands, designs, treads; proper safety and functional procedures, and relevant customer markets. Mastery of all major automotive emissions, engine management, and electrical systems
* Mechanical Knowledge of automotive vehicles and tools, including their repair, and maintenance.
* Administration and Management Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
* Customer Service Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
* Sales and Marketing Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
* Coordinating the Work and Activities of Others Getting members of a group to work together to accomplish tasks.
**Tools & Technology KSAs:**
* Computers and Programs Knowledge and proficient use of computer hardware and software (AS400, Microsoft Excel & Word)
* Typing Ability to type at 55 wpm
* Phone Systems Ability to operate phone systems for the effective communication of information to interested parties
**Cognitive KSAs:**
* Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
* Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
* Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense.
* Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
* Service Orientation Actively looking for ways to help people.
**Communication KSAs:**
* English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
* Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
* Writing & Speaking Communicating effectively in writing and interpersonal speaking as appropriate for the needs of the audience.