Automotive Receptionist/Service Writer Trainee
For 75 years, NAPA has been the recognized quality leader in the auto parts and repair business.
That's important, because when it comes to maintaining your car, you need quality parts and service you can count on.
A NAPA AutoCare Repair facility is currently looking for a Receptionist/Automotive Service Advisor Trainee to work a 40 hour work week over 4 days to include Saturday. Hours 7-6 Monday - Friday, 7-5 Saturday.
Valid Drivers License
At least 1 year Sales or Automotive Experience
Candidate must be punctual.
Experience in the automotive field helpful.
Candidate must have great communication skills, great customer relation skills and internal relations.
Shop OperationsCommunication Skills include:Demonstration of proper telephone skills, identify and document customer concern/request.
Demonstrate appropriate greeting skills.
Arrange for alternative transportation including driving our shuttle when necessary.
Identify and recommend service and maintenance needs.
Communication completion expectations.
Identify customer type (first time, warranty, repeat repair, fleet, etc)
Present professional image.
Perform customer follow up.
Explain and confirm understanding of work performed, and charges, review methods of payment.Internal Relations: Effectively communicate customer service concerns/request.
Learn the following skills: Obtain repair authorization.
Understand the technician's diagnosis and service recommendations.
Verify availability of required repair parts.
Establish completion expectations.
Monitor repair progress.
Interpret and clarity repair procedures.
Document information about services performed or recommendation.
Maintain shop production and efficiency.
Maintain open lines of communication within the organization.Product Knowledge:
Candidate will learn to identify major components and location, Component function and related items for the following areas:Engine Systems including mechanical, cooling, fuel, ignition, exhaust, emissions, control and starting/charging)
Drive Train Systems (including manual transmission/ tranaxles, automatic Transmission/Transaxles and drive train components)
Chassis Systems (including brakes, suspension, steering, wheels and tires)
Body Systems (including heating and air conditioning, electrical, restraint and accessories)
Service Maintenance Intervals
- Understand the elements of a maintenance procedure.
- Identify related maintenance procedure items.
- Locate and interpret maintenance schedule information.Warranty, Service Contracts, Service Bulletins, and Campaigns/RecallsDemonstrate knowledge of warranty policies and procedures/parameters
Locate and use reference information for warranties, service contracts, service bulletins, and campaign/ recall.
Explain warranty, service contract, technical service bulletin, and campaign/ recall procedures to customers.
Verify applicability of warranty, service contracts and campaigns/recalls.Vehicle IdentificationLocate and utilize vehicle ID number (VIN)
Locate production date
Locate and utilize component identification data
Identify body styles
Locate paint and trim code(s)Sales SkillsProvide and explain estimates
Identify and prioritize vehicle needs
Address customer concerns
Communicate the value of selling related and additional services.
Explain product/service features and benefits
Close SaleShop OperationsManage workflow
Use available shop management system (computerized and manual)
Identify labor operations
Demonstrate knowledge of sublet procedures.
Maintain customer appointment log.
Address repeat repairs/comebacks
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