Service Advisor/ Parts and Labor Liaison at PETERSON'S HARLEY-DAVIDSON GROUP

Description

We are currently seeking an experienced Service Advisor / Parts and Labor Liaison is a dual-role position responsible for managing customer service requests, writing repair orders, and coordinating all parts and labor needs related to service jobs. This role acts as the key coordinator between the service department, parts department, and customers to ensure timely procurement of parts and accurate labor allocation for service jobs. This role ensure service orders are completed efficiently, cost effectively, and in accordance with company standards and customer expectations. Bilingual preferred. Must have computer skills and the ability to communicate well with customers.

1) Service Department Operations

• Assist Service department manager in maintaining a smooth-running efficient service department with a high degree of customer satisfaction.
• Act as a liaison between customers and internal departments to manage expectations regarding timelines and costs 
• Coordinate with service technicians to identify required parts and estimated labor for repair jobs. 
• Diagnose problems accurately, and clearly describe them on the repair order.
• Estimate costs and completion times at point of sale and clearly communicate them to customer 
• Review work-in-progress to ensure quality and timeliness
• Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts before job starts
• Perform cashier functions, as needed

2) Customer Service

• Provide superior customer service to both internal and external customers
• Greet customers immediately, in a courteous and friendly manner
• Handle telephone transactions quickly, and courteously
• Promptly notify customers of any changes, delays, or additional work needed
• Sell additional services by pointing out service specials or additional work needed
• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”

3) Benefits

•  401(k) with company match
• Heath, dental, vision and other benefits
• Paid time off
• Ongoing training
• Employee discounts
• Career advancement opportunities

Requirements

• Superior communication and customer service skills.
• Ability to get along with a broad customer base.
•  Knowledge and experience with servicing Harley-Davidson motorcycles and other products sold by the dealership, or the demonstrated ability to quickly learn them.
• Experience with point-of-sale and Parts and Service management computer software or the ability to quickly learn due to general knowledge and experience with computers. 
• Current, valid motorcycle license.