Summary
The Parts Advisor is responsible for creating great first impressions and guides the customers through the acquisition of the correct parts (and any additional or secondary parts required).
The Parts Advisor is a great listener and is a master at executing all the parts counter duties with due diligence and customer service and safety in mind. The Parts Advisor has a keen eye for "the details" and strives to be a product knowledge expert ensuring the dealership provides each customer with a personalized service experience.
The Parts Advisor builds strong relationships with customers in an effort to achieve sales targets and utilizes the tools provided to ensure all customers keep coming back to the dealership.
The Parts Advisor upholds the dealerships' standards and values so that the customer is fully satisfied through every interaction with the parts department. As a team player, the Parts Advisor fosters excellent relationships with personnel in all areas of the dealership.
The Details
Develops and Maintains Strong Relationships with Customers:
- Greet customers on the phone or in the Dealership promptly and in a courteous manner.
- Address customer questions/needs promptly and professionally.
- Deals with customer concerns as a first priority.
- Provide customers with personalized service.
- Handle customer complaints and ensures high customer satisfaction standards.
Parts Experience
- Identify parts needs of customer vehicle based upon historical and customer driven data.
- Asks appropriate questions to ensure the parts requirements are diagnosed correctly.
- Provide repair and maintenance recommendations to the customer where appropriate.
- Advise customers of estimated costs and delivery/ arrival time of parts ( as required).
- Handle phone inquiries and return phone messages promptly.
- Advise customers on the care of their cars and value of maintaining their vehicle in accordance with manufacturer's specifications and warranty maintenance, as appropriate.
- Can lift in excess of 50 lbs, repeatedly throughout a shift
- Maintains required data for parts inventory, shipments and deliveries.
Be detailed oriented
- Actively maintain the cleanliness of personal and team workspaces.
- Maintain a high level of grooming, hygiene and professional appearance.
- Ensure all documentation/paperwork is completed in an accurate and timely manner.
- Keep parts department forms, menus and pricing guides up to date.
- Ensure parts are labelled, inventoried and assigned correctly.
- Ensures all customer and inventory documents are completed accurately and expediently.
Commit to the Dealership Brand
- Stay up-to-date on all dealership training requirements.
- Understand and sell in-dealership manufacturer promotions.
- Be knowledgeable about new items, specials and updates.
- Be a champion for delivering excellent customer service at all times.
- Actively promote and develop new business.
Develop and maintain full knowledge about the Industry
- Keep up to date with products, accessories, prices, and key features of major competitors.
Specific Skills
- Excellent interpersonal skills with an upbeat and engaging attitude.
- Customer relationship skills including listening and the ability to communicate effectively.
- Excellent verbal communication and writing skills.
- Problem solving and critical thinking skills.
- Solid computer skills.
- Good math skills.
- Organized and pays attention to detail.
- Flexible and open to change; take on special tasks as needed.
- Conscientious.
- Ability to negotiate win-win scenario's for the customer.
- Results oriented and accountable.
- Ability to work independently or within a team.
- Able to demonstrate quality service and high-volume success.
- Adaptable to work evening and weekend shifts as scheduled.
Education & Experience
- Minimum Grade 12 High School Diploma.
- College certificate or additional courses would be an asset.
- A fundamental understanding of automotive mechanical fundamentals.
