Body Shop Advisor - Fusion Collision

Primary Responsibilities

• Adhere to the core values of being: TRUSTWORTHY, TEAM PLAYER and HAPPY TO HELP
• Support the efforts of all coworkers towards meeting our core values
• Look for opportunities to provide exceptional and meaningful experiences with customers and coworkers
• Comply with Go Auto’s policies and Employee Code of Conduct
• Report to management any situation or condition that jeopardizes the safety, welfare, liability or integrity of any dealership staff, guests, the dealership itself or the company
• Be a leader in your own role and assist others in their growth, development and sense of community with the team
• Protect the legal and financial welfare of the dealership
• Maintain the utmost legal, moral and ethical standards with all customers and coworkers
• Attendance at Go University and/or manufacture training as requested by management

Primary Duties

• Promptly meet and greet service guests in a friendly and courteous manner
• Accurately enter new and verify existing guest and vehicle information (guest name, address, phone numbers and email address) in CDK and Market
• Actively listen to the guest’s reason(s) for bringing their vehicle to the service department. Always address their primary reason(s) first
• Refer to the Body Shop Manager any guest issues that cannot be satisfied at the advisor level
• Offer appropriate and relevant maintenance related services and repairs to satisfy guest requirements or concerns
• Provide accurate price quotes and repair time estimates for all repairs and maintenance service recommendations on the RO
• Check for outstanding recalls and advise the guest to have completed on the RO
• Check for manufacturer warranty coverage/extended warranty and First Canadian warranty/extended warranty coverage as required
• Securely tag and store guests’ vehicle keys in the designated location
• Update SDL with guest contact and vehicle status information immediately after contact with the guest is completed
• Contact guests to advise them when the vehicle is ready for pick-up and review work completed and RO total and confirm complete guest understanding
• Review repair orders with every guest for work performed, totals and confirm complete understanding
• Offer alternate transportation (shuttle, loaner, own transportation, paid rental) or designate as a waiter if the guest chooses
• Make guest goodwill and policy adjustments within the guidelines and budgets established by management
• Be knowledgeable about the Go Card and Gold Card programs and the benefits for the guest. Accurately process repair orders with active Go Cards and Gold Cards
• Understand First Canadian Protection and Tire & Rim Warranty processes
• Maintain Manufacturer CSI score above district/zone average
• Understand First Canadian Protection and Tire & Rim Warranty processes
• Using a tablet, conduct a vehicle walk-around to confirm vehicle information, obtain correct mileage and record any damage. Look for any areas that may require attention such as lights, wipers, tires, visual under-hood opportunities, body damage opportunities or accessories that may assist in the aesthetic enhancement or protection of the guests’ vehicle
• Sell any maintenance type services due according to the dealerships’ maintenance schedule versus the vehicle service history
• Provide the guest with an accurate price quote and completion time estimate for any additional repairs or maintenance work recommended by the technician during the maintenance and repair process
• Obtain properly documented contact approval for all additional needed repairs or maintenance. Document all upsells with the date, time, form of contact, person spoken to that approved the upsells and the upsell amount as well as the new grand total for the RO
• Meet or exceed retail sales objectives and process measurements as per service management
• Provide complete and accurate problem/complaint information to technical staff on the RO. Use problem analysis check sheets where applicable for additional information that will assist the technician with the proper diagnosis and repair
• Use dispatch system as per dealership guidelines to distribute RO’s
• Use CDK VIS/VIL or manufacturer supplied electronic estimating program for estimate communication with technicians and the parts department
• Once all paperwork has been completed and reviewed (final invoices, maintenance menu and vehicle inspection report), gather all documents and have ready for guest pickup
• Review and follow all applicable manufacturer service bulletins and other technical publications made available for Body Shop Advisors
• Perform other duties assigned by management

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