Service Advisor

The Power Garage Family is looking to Grow

15 Years ago The Power Garage started out as a small family run motorcycle dealership. We have since grown into a multi-dimensional outdoors store. We are a one stop shop for all recreational enthusiasts. Helping families create memories is our core goal. We are looking for passionate team members who are hard working and looking to join a fast paced retail environment. Customer experience and service is our number one priority. If you have a passion for the outdoors and feel you can add value to our team.

In the position of the service writer at The Power Garage we expect premium customer service in all business dealings. Our main goal in this position is to translate the customer wants and needs into our service department processes meeting and exceeding their expectations. We strive to be the best in the industry, so every service customer refers our services to the next person looking for service, parts, or sales.

These are some daily required tasks:

- Understand incoming and outgoing repair orders that will require attention.
- Manage the service schedule & ensure the service shop is not becoming behind while workloads pile up. You may need to adjust the schedule accordingly if needed.
- Provide customers with on time updates to avoid the customer calling for updates.
- Call all missed appointments the day of to reschedule if the appointment was missed.
- Prepare next day schedule before going home.
- Allocate repair orders in order of importance ready for the following day.
- Ensure parts are pulled 1-3 days ahead of the unit showing up for repairs that require parts.
- Work diligently with the parts department to ensure parts will be in on time for the service.
- With the knowledge you have gained in creating a relationship with the customer make suggestions to what would better their experience with their unit (Using Y.M.C.A)
- Prioritize repair orders and make sure technicians are scheduled for adequate hours.
- Create proper internal repair orders from the sales department for new builds and PDI of sold units.
- Keep schedule up to date with accurate information.
- Make sure standard jobs are accurate.
- Ensure notes are properly made to let the customer know what is being completed on their units.
- Schedule customers in for first service after the purchase of their new units.
- Make sure every unit in for service is following the manufacturer’s suggested service intervals.
- Make every customer a reoccurring customer.

Commitments
- Create excitement, build, and maintain relationships with the consumer.
- Treat all employees and consumers fairly, courteously and with dignity.
- Be prompt and available for flexible scheduling.
- Be honest and fair in all business dealings

Qualifications & Job Requirements
- Must have the ability and skill set to work with and create a relationship with a wide customer base in all forms of business
- The want to better the experience for the customer with the store (5 Stars)
- Ability to explain basic mechanical repairs and how it will benefit the consumer
- You must be able to work quickly on a computer and tablet to create new repair orders and obtain all needed information while engaging in a conversation with the customer.

Working Conditions
- You will be mainly inside but will be required to check customers in outside under a canopy.
- You maybe exposed to battery acid, gasoline, chemical cleaning materials and other toxic materials found in a motor vehicle service department
- Occasionally exposed to exhaust fumes or other airborne particles.

Being a service writer requires many skills, some skills we expect for in this position are as follows:

- Exemplary Customer Service Skills - The Ability to Relate & Sympathize
- Work in a Fast-Paced Environment - Computer & Scheduling Skills
- Time Management Skills - Proper Phone Etiquette

With the position of the Service Writer, we ask you to use the following processes:

- Build a relationship with the customer & ensure expectations are met & exceeded.
- Using store processes such as R.A.C.E
- R - Relationship
- Establish and record pertinent customer information including (F.O.R.M)
- Family
- Occupation
- Recreation
- Motivation
- A - Acquire
- Create repair order for customers initial concerns
- Perform unit walk around inspection building quotes for additional quotes
- C - Close
- Create estimates for required work found by the technicians
- Use Y.M.C.A square for follow up call about repairs
- Y - Why they came in (No Start)
- M - Mandatory service (Brake Pads)
- C - Convenience item (Quick Connect Battery Charger)
- A - Accessory item (New Back Rest for Significant Other)
- Communicate quickly and thoroughly with the customer providing on time updates as fast as we can.
- E - Entangle
- Prepare unit and paperwork for customer to pick up.
- Clearly explain and show the customer the scope of the work performed.
- Get a story to bring to a friend.

We require