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+]

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+]