ASM

GENERAL RESPONSIBILITIES

The service advisors’ primary responsibility is to provide for an outstanding customer experience. Service advisors have a high customer contact count each day, in person and on the phone. As such, the following is critical for success:

• Professional appearance
• Excellent communication
• Organizational skills- attention to detail and accuracy on paperwork
• the ability to multitask
• A true passion for serving guests Most importantly follow GAMG’s reception and active delivery process.

BEST PRACTICES OF A SUCCESSFUL ASM

These “best practices” are itemized below as to how often they should be done, i.e., daily, weekly or monthly. This list is extensive but not all-inclusive in describing the duties of an Assistant Service Manager.

• Know your appointments for the day.
• Have your preprinted work orders and other documents prepared the night before the appointment date.
• Call all missed appointments from the prior day to reschedule.
• Call Orphan Owners that have appointments with an advisor that is no longer an associate of the dealership
• Call customers from service marketing lists that are potential customers.
• Provide clear documentation on work orders for technicians.
• Provide clear and accurate invoicing for customers, warranty and internal ROs.
• Present customers with factory maintenance needs.
• Recommend the items documented on the multi-point inspection.
• Pro-actively update customers on vehicles progress when appropriate and at a minimum of twice a day. 10:00AM and 2:00PM
• Customers in the lounge waiting at the dealership for service to be completed need the sale pro-active updates.
• Follow 10-5-First-Last rule.
• 10 Foot Rule - Recognize that a customer is within your workspace.
• 5 Foot Rule - Have contact with the customer.
• First: Be the first person to speak
• Last: Be the last person to speak
• Smile and portray a positive attitude and happy demeanor.
• Deliver vehicle by promise time, contact customer in advance if the original promised time cannot be met.
• Answer phones and return calls in a timely manner.
• Arrive at work sufficiently before start time so that all preparations are complete (uniform, name badge, start-up process) before guests are received.
• Review special order parts status with parts department and make call as necessary.
• Prepare your Game Day Report (example attached) as your manager will be reviewing with you and picking up first thing in the morning. That will include:
  • Activities from the prior days sales and gross
  • Calls made to develop new business
  • Appointments for the next day