Service Advisor Career Path

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Service Advisor

• Required Knowledge, Skills & Abilities

  Exceeds individual sales goals
  Social intelligence & interpersonal skills
  Knowledge of the automotive and parts industry or ability to quickly get up to speed
  Creates promoters (people who will recommend CHT)
  Ability to ask the right questions to solve problems
  Attention to detail to ensure accurate documentation and billing
  Ability to adhere to pricing guidelines
  Friendly & energetic demeanor
  Average to above-average keyboarding skills
  Can be entrusted for timely opening and closing of the store
  Ability to learn and use shop systems such as Autotextme and DVIs
  Follows Pinnacle process
  Build estimates
  Tireshop user (moderate)

• Behaviors

  Multi-tasking skills (handling phones, greeting customers, building estimates)
  Courteous and cooperative
  Problem-solving
  Decision making skills
  Organization skills
  Lives Values

• Metrics

  Achieve monthly & quarterly sales targets
  Store NPS >= 80
  Achieve average ticket goals
  Gross margin consistent with store GM
  Pinnacle score >= 80
  Maintains or exceeds KPI goals
  40 hrs Training per year

• Certifications

  Pinnacle Performance
  BG Certification
  Michelin Learning Institute

• Pay Range

  Total Compensation ($50k-75k+)

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Parts & Service Coordinator

• Required Knowledge, Skills & Abilities

  Knowledge of the automotive and parts industry
  Build estimates and order parts in a timely manner
  Ability to balance quality, production, & efficiency
  Flexible and adaptable w/ daily challenges
  Knowledge of ticket dispatch based on skill level of tech
  Proficient with internet
  Parts costing and vendor negotiating skillsCan aid in troubleshooting difficult repairs
  Ability to stand in as an effective store leader when store manager is absent when designated
  Ability to maintain stocking levels and perform inventory
  Ability to communicate effectively and translate between technicians and service advisors
  Maximize Autotextme and DVIs
  Tireshop user (advanced)

• Behaviors

  Resourceful
  Detail oriented
  See big picture
  Self motivated
  Organization skills
  Social intelligence
  Team builder
  Listening and communication skills
  Speed, accuracy, follow-through
  Lives Values

• Metrics

  Store average of per technician labor hours >= 40
  Maintain designated parts margins
  Store NPS >= 80
  Pinnacle score >= 80
  Achieve average ticket goals
  80% DVI penetration
  40 hrs Training per year

• Certifications

  Pinnacle Performance

• Pay Range

  Total Compensation ($50k-65k+)

Store Manager

• Required Knowledge, Skills & Abilities

  Chief Energy Officer- Ability to bring positive energy daily and keep morale high
  Ability to provide the resources, people, and processes needed to meet profit and service goals for the store
  Shop workflow mastery
  Promotes and instills values
  Build teams and relationships
  Ability to communicate KPI’s effectively and remove barriers to achievement
  Mentorship and coaching skills
  Ability to set a viable strategic plan and drive to 90 day rocks
  Proficient with basic business software (Excel, Word)
  Ability to step into any position to supplement staff or cover absences
  Ability to tactfully resolve escalated customer issues to the satisfaction of both the business and customer
  Recognize and recruit great talent
  Collaborate effectively with finance and HR staff to maximize store performance
  Tireshop user (advanced)

• Behaviors

  Strong customer service orientation
  Time management skills
  Listening and communication skills
  Organizational skills
  Leadership
  Resourceful
  Detail oriented
  See big picture
  Self motivated
  Team oriented
  Professional orientation
  Social intelligence
  Lives Values

• Metrics

  Achieve sales and profit targets
  Store NPS >= 80
  Gross margin of 50% (Parts 60%)
  Pinnacle score >= 80
  80% DVI penetration
  Achieve average ticket goals
  Meet goals for tires & flushes
  40 hrs Training per year

• Certifications

  Pinnacle Performance

• Pay Range

  Total Compensation ($70k-100k+)

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