Heyward Allen Toyota
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JOB TITLE: Assistant Service Manager/ASM/Service Advisor REPORTS TO: Service Director/Service Manager/Service Lane Leaders BASIC JOB SUMMARY: The ASM is the dealership’s first line customer relations and service sales representative. The job encompasses the proper satisfaction of customer and vehicle related problems, meeting pre-determined service sales objectives, and the thorough and accurate performance of designated administrative activities. SPECIFIC RESPONSIBILITIES: Customer Relations 1. Maintain a high level of grooming, hygiene, and uniform appearance. 2. Conduct all business with sincerity, honesty, integrity, and genuine concern for customers. 3. Promptly meet and greet service customers in a friendly and courteous manner. 4. Listen to customer’s reason(s) for bringing their vehicle to the service department. 5. Offer logical diagnostic services or repairs to satisfy customer’s concerns. 6. Provide accurate estimates for all the services or repairs recommended. 7. Handle minor customer complaints and/or misunderstandings with courtesy, tact, and in a manner that does not further aggravate problems. 8. Make policy adjustments within the guidelines and budgets established by management. 9. Personally turn over, to the service manager or other designated management representative, customers with complaints that cannot be satisfied at the ASM level. 10. Answer incoming telephone calls promptly, courteously, and make every effort to satisfy the caller’s inquiry. Service Sales 1. Sell the proper repairs and/or services responsible to customer’s perceived needs. 2. Present a service menu of recommended maintenance services to every service customer. 3. Make a genuine effort to sell the maintenance services due on every service customer vehicle according to the services to Road to a Sale. 4. Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guide. 5. Give every customer an accurate estimate at the same time the repair order is initially written. 6. Obtain properly documented telephone approval for all add-on sales when customers are not at the dealership. 7. Meet or exceed sales objectives set by management. Administration 1. Properly, thoroughly, and legibly write repair orders for the categories of work designated by management. 2. Separate and distribute repair order copies according to department policy. 3. Maintain a service scheduling form (route sheet) on a thorough, accurate, and continuous basis. 4. Properly document repair order changes. 5. Carefully inspect every finished repair order for proper completion, pricing, accuracy, and legibility. 6. Document flat rate time or other required time-keeping according to the service department and/or manufacturer’s procedures. 7. Maintain a record of carryover vehicles. 8. Maintain a record of special order parts status. 9. Perform other specific administrative functions as directed by service management. Communication 1. Provide additional vehicle problem/complaint information to the technical staff as needed. 2. Maintain communication with the technical staff regarding job status changes. 3. Remain continuously posted on the shop’s workload to determine the kind of work the shop can quickly accommodate. 4. Inform the sales manager of potential new vehicle sales customers. 5. Confirm service appointments by telephone the day before the customer is scheduled to arrive. 6. Contact service customers when their vehicle’s work is finished. 7. Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees or customers.