Automotive Careers in Marion, IL

If you love people and love helping people, consider yourself a multi-tasker, have a great personality and customer service experience, you may be the right fit to be a customer service representative at Hale’s Automotive.

Our growing auto repair facility is looking for someone who wants an opportunity to put these qualities to work for earnings and advancement potential. Our company prides itself on quality customer care, and our mission is to provide superior service and peace of mind in the auto repair industry. We serve others with honesty and integrity and know that our work must be well above “good enough,” so we strive every day for this higher standard. We are looking for someone who shares this same vision and would like to work alongside us to make it happen.

If you like interacting with people and have experience in sales, we have an opportunity for you. Sales experience in the automotive field is preferred but not necessary.

Benefits

• 401(k)
• Health insurance
• Flexible schedule
• Paid time off
• Professional development assistance
• Competitive wages
• Five-day work week – No weekends!
• No late hours
• Enjoyable work environment
  
  

Duties and Responsibilities

• Increase customer satisfaction by building customer relations
• Maintain the company’s standards for ethical business practices, professional image, orderliness, customer service and good employee and community relations
• Provide each customer a complete assessment of their vehicle, providing a clear presentation of their vehicle’s needs and maximizing sales opportunities
  
  

General Qualifications

• Type 40 words per minute
• Possess computer skills and the ability to adapt to company systems
• Operate management system to process 10 customers per day at current ARO
• Able to operate photocopier, calculator, phone system, credit card machine, and related business equipment
• Willing to complete accredited training in SA skills
• Maintain a neat and organized work area that lacks excessive paper clutter
• Possess a valid state driver’s license and be insurable (issued in the state of employment, and must notify employer immediately if the driver’s license status changes)
• Ability to speak, read and write the English language
• Ability to speak tactfully under pressure without using profanity
• Ability to maintain composure
• Able to make decisions in accordance with company policy and customer service expectations
• Possess good salesmanship skills
• Produce a minimum of $20,000 gross profit dollars per month
• Possess good telephone skills and voice by following company phone answering procedures
• Willing and able to complete and pass the ASE Service Advisor test
• Possess good people skills
• Source parts for jobs accurately and timely
  
  

Specific Responsibilities

• Hand out referral cards – a minimum of seven cards given to every 10 customers (advisor closing the repair order).
• Acquire an email address (or update an email address) or note the reason for every customer’s declined email address.
• Attend meetings as required by management.
• Attend training as management requires – a minimum of 20 hours per year.
• Notify management of possession / use of illegal drugs by customer(s) / employee(s).
• Willing to participate in office cleaning day once per year.
• Maintain less than a 1 percent rate of customer complaints / comebacks.
• Maintain an average labor sales per repair order of two hours.
• Maintain an average repair order dollar average of $350.00 minimum.
• Handle customer complaints according to standard operating procedures.
• Perform walk-around on those customers who have cars in the parking lot and ask about an appointment – noting damage, scratches, missing hubcaps, etc., performed according to the walk-around procedure.
• Park and lock all vehicles in an orderly fashion in designated areas.
• Schedule adequate time for repairs / maintenance and secure additional time when up-selling or as needed.
• Assign original technician performing repairs on all comeback jobs.
• Maintain work order rack and keep updated as to the order of work performed and note any special instruction on the work order.
• Greet customers promptly and courteously – acknowledge all customers within 10 seconds of their arrival.
• Describe customers’ requests / symptoms accurately and legibly on repair orders – use customer questionnaires and diagnostic sheets as needed.
• Identify and give special attention to repeat repairs.
• Review initial diagnosis with customer and inspection results, estimate costs and completion times and ask for payment type when given the authorization to repair.
• Review a work-in-process a minimum of three times daily to see that repairs are being performed properly and the time schedule is being met.
• Inform customers if delays are expected, or additional work is needed.
• Under promise, over deliver. Follow through to make sure any promises made are kept.
• Assist in maintaining company files, appointment schedules and follow-up programs.
• Review the entire repair order with a customer at delivery – verify customer understands all charges.
• Offer customers the use of company loaner vehicles, complete loaner car forms, and obtain information from customers. Verify availability of loaner.
• Determine warranty coverages and verify pertinent information for warranty eligibility.
• Verify an allotted sold time accompanies every labor entry on the repair order. Reconcile every repair order on sold time vs. actual time when closing the repair order.
• Obtain the customer’s signature on every repair order.
• Obtain the VIN from every vehicle and enter all information into the management system. Include all specific notes from the vehicle.
• Acquire a minimum of two online directory reviews per month.
• Monitor company email for service appointment requests and other notifications – reply to service requests within 12 hours.
• Maintain a minimum of one post per week on Facebook.
  
  

This position will be expected to perform other duties as assigned by management. The company reserves the right to modify this job description as business needs require.