Service Advisor

Company Overview

Weber automotive is operated on some basic principles, the Company’s value system of honesty, integrity, high profitability, competence, value of people, quality, open communication, accountability, and performance. These are the principles you must be guided by.

“It is the mission of Weber Automotive to deliver the highest standards of excellence in our industry by developing a culture of ethics, providing extraordinary service to our customers, creating opportunities for all of our team members, and providing a safe and enjoyable workplace.”

• To be the best auto repair facility in the area. We want to WOW the customer every visit! The NUMBER ONE way to achieve this is through CUSTOMER SATISFACTION. It is up to you, as a person in this key position, to ensure and promote the customer’s satisfaction with their service experience at Weber Automotive. This is an area that is very demanding.
  
  You must keep an open mind and a willingness to adapt and change as required. Your performance is critical to the smooth operation of the Service Department and business.
• We want to be profitable. To do this, we have set goals for you that will help to achieve this:
• Hours per Repair Order (customer pay) average needs to be a minimum of 3.0 hours with a goal of 4.0 hours.
• Daily total repair order count should be 6-8 c. Effective labor rate needs to be at 135% or above.
• Labor Gross Profit needs to be at 70% or above e. Parts Gross Profit needs to be at 50% or above.
• Parts to labor ratio needs to be at 80% or above g. RO’s with Factory recommended services and/or 3+ Maintenance labor items on each RO is to be at 30% or above.

• To remain positive in action and words.
• Verbally reward other employees for a job well‑done as well as vendors.
• If situations become stressful beyond control, seek assistance from the owner or Service Management.
• Able to accept leadership, correction, and training with positive reception.
• Able to show leadership, correction, and training in a positive manner.

• Greet or acknowledge Customers immediately and in a positive manner. Use greeting scripts in the Advisor Manual.
• Listen to Customer for Prime item(s) at the Captive Sale.
• Build Customer confidence and trust at Captive Sale utilizing educational and value scripts.
• Present Average pricing for diagnostics and repairs as well as Service Menu or items at Point of Sale.
• Set up the Follow‑Up Sale after the Captive Sale and Point of Sale have been efficiently handled.
• Frontload repair orders and get customer authorization at the point of sale and always leave a “back door” for repairs and promise times.

• Utilize the complimentary vehicle inspection form to enhance sales at the follow‑up sale.
• All up‑sold items are to be presented to Customer while vehicle is in the shop i. Revised estimates need to be accurate. Aim for 5-10% over.
• Track progress of vehicle, and call customer in advance if vehicle will not be ready when initially promised. It is up to you to oversee the repair process to completion.
• Notify the Customer of any parts delays or time delays.
• Call each customer when vehicle is done and review the final pricing. No surprises at the counter.
• Explain all repairs done and final total of repairs before Customer picks up their vehicle.
• Arrange for After‑Hour pick up as needed.
• Review repair order with Customer at delivery on all jobs.
• Have supporting failed parts or pictures for adding value to the repair to show at delivery.
• Present New Customer Packets and explain our Mission Statement, Customer Care Packages, other value services and warranties we offer.
• Thank the Customer for their business, and set appointment for future services.
• Use book the next appointment script in the Advisor Manual b. On big jobs, call back in a few days to see if everything is ok.
• Absolutely NO sales of unneeded parts or repairs.
• Handle phones in a professional manner, taking control of the conversation to get the Customer handled efficiently and quickly.
• All calls are to be answered with “Thank you for calling Weber Automotive Tire & Service Center. This is (your name), how may I help you? b. Take control of the…