Assistant Service Manager-Premier Collection

For over 35 years, Avondale Group has grown to become one of the most respected family-owned automotive groups in the world. We pride ourselves on creating an elevated client experience from purchase, to service, to collision repair, to subscription and beyond. The sincere and endless commitment to our employees drives our success and the inclusive culture makes Avondale Premier Collection a truly special place! We attract, nurture, respect and retain the most talented people in the industry by providing a world-class, high-quality work environment where productivity, innovation, and personal and professional growth lead to success and lasting, meaningful relationships.

About the role

Our Avondale Premier Collection Assistant Service Managers ensure an extraordinary client experience while creating client advocates. The ASM acts as liaison between the client and the service technician, and works with the call center in scheduling service for clients. The ASM also works with the technician team to ensure work is distributed equitably among service technicians.

Responsibilities

• Observes factory suggestions on maintenance items and advise clients of the value of maintaining their vehicles in accordance with manufacturer's specifications
• Ascertains the needs of clients, collecting information necessary for service or repair diagnosis
• Provides clients with an accurate estimate of repair or maintenance costs, and/or a minimal diagnostic fee with explanation of associated costs
• Writes Repair Orders, detailing problems and pertinent information, and secure clients’ signature for authorization of repair or service
• Informs clients of repair diagnosis, sell repairs and services needed or required for proper operation
• Sells and manages extended warranties and complete required documentation
• Inspects quality of vehicles following repairs of service to verify that all authorized work is performed and performed properly in the effort to reduce rechecks
• Follows up progress of each repair order during the day and contact clients by phone or e-mail twice daily to notify them of any changes to the status or estimated time of completion of their repair, and document changes on repair order
• Replies to voice and e-mail messages in a timely manner where either internal or external clients are concerned
• Notifies clients when repairs are completed and vehicle is ready for delivery
• Reviews and explains repairs and associated costs with client upon completion of service
• Documents verbal, in person, and written approvals on repair orders and add-on sales
• Maintains a readable status sheet (route sheet) of carryover vehicles and status of clients in for repairs
• Maintains a record of status of special order parts
• Maintains required Customer Satisfaction Index (CSI) rating in accordance with dealership standards
• Maintains required hours per repair order (HPR) in accordance with dealership standards

Requirements

• High school diploma or general education degree (GED); and one to three months related experience and/or training; or equivalent combination of education and experience
• Operator's Driver's License (must be insurable)

Physical Demands

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Benefits

• Excellent medical insurance and life benefits for you and your family
• Your Choice of Medical Plans (reduced employee healthcare expense through self-insured plans for 2024)
• Dental and Vision coverage
• FREE Company Paid Life Insurance
• FREE Employee Assistance Program support for all employees
• 401K Retirement Plan
• Paid Holidays, Vacation, and Paid Time Off