Job Details

• Prioritize customers in every interaction, striving to exceed their expectations.
• Maintain a positive atmospherefind ways to accommodate customers and ensure their satisfaction.
• Adhere to Meineke procedures for welcoming customers, gathering information, explaining the inspection process, and obtaining signed work orders before commencing any work.
• Educate customers on inspection results, communicate the benefits and value of any necessary work, answer questions, and perform needed repairs according to Meineke protocols.
• Follow Meineke procedures for customer check-out, including reviewing work done, seeking feedback, scheduling follow-ups, and informing customers about the CSI program.
• Proactively communicate with customers throughout their visits, keeping them informed and managing issues as they arise.
• Aim to achieve a 70% email collection rate.
• Meet weekly and monthly personal sales targets.
• Contribute to the overall center sales goals.
• Conduct role-playing presentations with team members before presenting to customers.

Phone Procedures

• Always adhere to Meineke phone procedures, including daily role-playing to maintain skills.
• Regularly review recorded calls to identify areas for improvement.
• Assist in training and role-playing with other team members as needed, helping others stay proficient.
• Possess comprehensive knowledge of Mkey to efficiently build complete repair tickets.
• Utilize Job Builder, sales packages, and ISE to construct thorough estimates for all work recommended by technicians.
• Prepare complete repairs, incorporating all relevant parts, services, accessories, and labor to protect the customer's investment and ensure proper vehicle system functionality.
• Order parts from approved vendors promptly, track arrival, and verify with technicians to ensure accuracy. Assign invoices to the correct RO numbers.
• Ensure full documentation on every ticket, including inspection sheets, estimates, work orders, final invoices, battery test forms, etc.

Center Upkeep

• Work proactively to maintain a clean, comfortable, and professional center image at all times.
• Assist with regular center maintenance as needed.
• Manage cores, returns, inventory deliveries, and other upkeep tasks as requested.
• Perform closing duties as required, including closing the day in Mkey, bank deposits, cash audits, etc.

Teamwork

• Be a team player and help others achieve their goals.
• Take initiative on tasks that need to be done without waiting to be asked.
• Train and teach new team members as necessary.
• Contribute to a positive and productive team environment.

Additional Duties

• Follow all center policies and procedures.
• Perform any additional tasks as requested.

Lead Service Advisor Responsibilities (Everything above plus below duties)

• Assist the Shop Manager with back-office and financial tasks, including maintaining accurate daily records of customer transactions and daily center business, ensuring easy access at any time.
• Track cores, returns, labor warranty claims, and other vendor financials daily to ensure accuracy and manage margins.
• Resolve any outstanding customer issues or complaints satisfactorily.
• Manage the daily customer callback process to ensure calls are being made and appointments are being set.
• Monitor online reviews and Meineke CSI scores regularly; follow up on outstanding issues and train team members on areas for improvement.
• Assist the Lead Technician in ensuring the shop runs efficiently.

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