Genesis Downtown

**Genesis Ownership Manager - GXMO (Service Advisor) - Elevate Your Career at Genesis Downtown** Are you passionate about delivering exceptional guest experiences and have a keen interest in the automotive industry? At Genesis Downtown, part of the revolutionary Downtown AutoGroup (DAG), we're not just servicing cars. We're engineering trust, crafting reliability, and revolutionizing the automotive service experience. We're a community of skilled professionals who believe that maintaining a vehicle should be as rewarding as driving one. Take a look at our unique approach and see for yourself **Why we need you** Do you have a deep understanding of the automotive service process? Do you have excellent organizational, communication, and customer service skills? That's what we live for. And that's where you come in. Our vision at Genesis Downtown is to create lifetime guests, not just one-time customers. To do that, we need someone extraordinary. Someone who doesn't just take appointments, but is outgoing and enthusiastic, maintaining high energy throughout the workday. Someone who consistently provides excellent customer experience to every guest and embodies our “you are what drives us" attitude. Without you, we're just another service center. With you, we're the providers of our guests' automotive dreams, ensuring their vehicles are always ready for the next adventure. **Here's what you'll be doing** As a GXMO, you are the trusted guide for our guests throughout their vehicle ownership journey. You are not just coordinating services; you are the reliable consultant who understands and anticipates the unique needs of each guest, ensuring their vehicle is well-maintained and cared for in a manner that aligns with their lifestyle. You will create a personalized and seamless experience, from greeting guests to understanding their service needs, advising on tailored services, and ensuring the effective completion of each service. Your role is pivotal in building long-lasting relationships with our guests, fostering a sense of trust, and ensuring our guests feel valued and well-informed at every interaction. Through your commitment to exceptional service, you will enhance guest satisfaction and loyalty, contributing to the overall success and reputation of our dealership. Your responsibilities will include: **Customer Service**: - **Customer Interaction**: Greet customers warmly upon arrival and ascertain their needs, whether for maintenance, repair, or diagnostic services. - **Consult with customers**: Listen carefully to customer concerns, ask clarifying questions, and clearly explain the necessary services or repairs in a way that is easy for the customer to understand. - **Service recommendations**: Based on the customer's needs, recommend services, maintenance schedules, or repairs that will ensure the vehicle’s performance and safety. - **Follow-up communication**: Keep customers informed on the status of their vehicle repairs throughout the service process, including unexpected delays or additional services needed. - **Post-service follow-up**: After the service, review the work performed with the customer, explain charges, and answer any final questions they may have. **Work Order Management**: - **Create detailed work orders**: Prepare accurate and thorough work orders by documenting customer concerns, recommended repairs, and agreed-upon services. - **Authorize repairs**: Obtain customer approval for additional work not covered in the original estimate and document all authorizations. - **Scheduling**: Coordinate vehicle drop-offs and pick-ups, managing the service department’s workflow to optimize efficiency and minimize customer wait times. **Collaboration with Technicians**: - **Liaison role**: Serve as the main point of contact between the customer and service technicians, relaying technical information and repair details. - **Technical consultation**: Work with technicians to clarify service recommendations or identify solutions to complex vehicle issues. - **Quality control**: Review and verify the accuracy of work orders and service estimates, ensuring all necessary repairs are completed before closing the work order. **Sales and Upselling**: - **Upsell services**: Educate customers on recommended or required maintenance services based on mileage, wear and tear, or manufacturer guidelines. Offer additional services that may improve the vehicle's performance or extend its lifespan. - **Promotions**: Inform customers about current service specials, warranties, or discounts available at the dealership. - **Product knowledge**: Stay updated on new automotive products and service procedures to effectively communicate with customers and recommend additional services. **Customer Retention**: - **Customer relationship management**: Build and maintain long-term relationships with customers by offering excellent service, ensuring customer satisfaction, and following up after the service.