Service Advisor at WEBER AUTOMOTIVE – North Olmsted, Ohio

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.
As a Service Advisor, you have a very important job. You are the focal point of the public’s relationship with Weber Automotive. As such it is important that you keep in mind what our Mission Statement and goals are.
Our Mission Statement:
“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”
Our Goal is 100%Customer Satisfaction
It is expected that you will not only memorize this, but it will be a main part of your motivation while employed at Weber Automotive.
Our Goals
1. 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.
2. We want to be profitable. To do this, we have set goals for you that will help to achieve this:
a. Hours per Repair Order (customer pay) average needs to be a minimum of 3.0 hours with a goal of 4.0 hours.
b. Daily total repair order count should be 6-8
c. Effective labor rate needs to be at 135% or above
d. Labor Gross Profit needs to be at 70% or above
e. Parts Gross Profit needs to be at 50% or above
f. 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.

The above goals can be obtained by utilizing the Elite Worldwide selling system. Training will be provided.

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

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

Customer Follow-Up
1. Utilize the complimentary vehicle inspection form to enhance sales at the follow-up sale.
a. 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
2. 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.
3. Notify the Customer of any parts delays or time delays.
4. Call each customer when vehicle is done and review the final pricing. No surprises at the counter.
a. Explain all repairs done and final total of repairs before Customer picks up their vehicle.
5. Arrange for After-Hour pick up as needed
6. Review repair order with Customer at delivery on all jobs
a. Have supporting failed parts or pictures for adding value to the repair to show at delivery.
b. Present New Customer Packets and explain our Mission Statement, Customer Care Packages, other value services and warranties we offer.
7. Thank the Customer for their business, and set appointment for future services
a. 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.
8. Absolutely NO sales of unneeded parts or repairs
9. Handle phones in a professional manner, taking control of the conversation to get the Customer handled efficiently and quickly.
a. 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 conversation and move the customer to an appointment.
c. All phone calls are to end with asking for their business if it is a service request or inquiry.
d. End the phone conversation with, “Thank you for calling” or some other positive and thankful comments.
Administrative Duties: You will be required to handle all aspects of the RO from creation as an estimate to final completion of an invoice ready to be archived in our filing system. It is extremely critical that the Estimate/RO/Invoice processes be followed per the advisor Manual.
1. You will be responsible for receiving money and giving change as needed at each customer transaction.
2. Parts ordering and return procedures in the Advisor Manual are to be followed

Skills and On-Going Career Growth Actively be advancing your skills and knowledge as a Service Advisor.
1. Actively participate in scheduled training classes that management deems necessary.
2. Read books & trade journals both technical and sales/management/leadership. Initial and pass on to the next person.
3. Minimum typing speed of 35 words per minute. Set a goal and reach a typing speed of 60 words per minute or better.
4. Have basic computer skills of knowing how to open & close files/programs, copy & paste words, basic Microsoft Word & Excel operations, Internet browsing ability, e-mailing ability & fluent mouse skills.
5. Speak and articulate fluent English
6. Must have a current OH State driver’s license with a driving record acceptable by our insurance.