Service Drive Process - Assist ASM with daily activities to ensure expedited client updates - Understands and utilizes current and future systems (CDK, SDL, Text to Drive, Voile etc.) - Assists ASM by notifying clients when repairs are completed, and vehicle is ready for delivery - Assists with Service Drive Traffic - Assists ASM Team with greeting and starting Repair Order - Review, send, and schedule Express Pay - Review of next day appointments to provide an elevated experience at time of appointment   Claims Management - Process and submit extended warranty claims - Process and submit tire and wheel contract claims - Process and submit additional third-party coverage claims (Windshield, Dent, etc.)   Outbound Strategies - Outbound Special-Order Parts communication - Outbound Campaign/Recall communication - Outbound CSI follow ups   Further Development - Lateral Support Training in other service operations - Internal Assistant Service Manager - Warranty and Booking - Loan Car Process

Knows and understands the manufacturer warranty policy and procedures Establishes and maintains productive relationships with the manufacturer's designated warranty representatives and the representatives of any of the after-market warranty companies with which the dealership conducts business Knows and understands the repair order cycle, and the ability to communicate with the technicians and ASM’s regarding hours, stories and documentation Reviews every warranty repair order for completion, accuracy, and legibility, in accordance with the applicable policies and procedures manuals Returns improperly completed repair orders to their originators for completion or correction Determines and enter the applicable labor operation codes, failure codes, and other administrative data required Checks each repair order against the vehicle's service history to avoid making duplicate claims Monitors the use of special warranty programs for diagnosis time, straight time repairs, etc. for abuse by the service staff Reports any abuses or fraudulent manipulation of warranty claims to management immediately Scans repair orders into system and distribute to appropriate party for final processing Submits warranty claims to the factory or warranty company using the administrative tools available Reviews all returned and rejected warranty claims and prepares the repair orders for immediate re-submission Contacts the appropriate warranty claims representative regarding any claims requiring special authorization Maintains a record of all claims submitted, returned, rejected, or paid and their current status Provides a weekly report to the Service Manager regarding claims status Maintains a minimum warranty claims acceptance rate of ninety five percent and no more than fifteen days of warranty receivables

Greets clients and escorts client to appropriate member Parks cars in designated areas Retrieves cars for clients Finds and installs license plates Replaces vehicle bulbs Notifies Assistant Service Manager (ASM) or Estimator if client is waiting Keeps service drive free of vehicles and clean and clear of debris Maintains strict adherence to dealership policy on client vehicle care and operation Helps clients transfer luggage or packages between cars Assists techs in moving inoperable vehicles Alerts Manager to any damage to clients’ vehicles Drives clients to requested destination as needed

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 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

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 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

Must be able to drive and operate vehicle Examines vehicle, diagnoses and, if needed, discusses with the Shop Foreman, Team Leader, or ASM as to the nature and extent of damage or malfunction Plans work procedure in cooperation with the Shop Foreman/Team Leader Monitors repair time and updates ASM on status often for client vehicles left for service, and for waiting clients Maintains strict adherence to dealership policy on internal vehicle care and operation Completes story, or documentation for vehicle repairs Attends company and factory training Keeps current with factory technical bulletins Knows and understands the Avondale Privacy and Information Security Policy, and adhere to its requirements  

Must be able to drive and operate vehicle Examines vehicle, diagnoses and, if needed, discusses with the Shop Foreman, Team Leader, or ASM as to the nature and extent of damage or malfunction Plans work procedure in cooperation with the Shop Foreman/Team Leader Monitors repair time and updates ASM on status often for client vehicles left for service, and for waiting clients Maintains strict adherence to dealership policy on internal vehicle care and operation Completes story, or documentation for vehicle repairs Attends company and factory training Keeps current with factory technical bulletins Knows and understands the Avondale Privacy and Information Security Policy, and adhere to its requirements  

Service Drive Process - Assist ASM with daily activities to ensure expedited client updates - Understands and utilizes current and future systems (CDK, SDL, Text to Drive, Voile etc.) - Assists ASM by notifying clients when repairs are completed, and vehicle is ready for delivery - Assists with Service Drive Traffic - Assists ASM Team with greeting and starting Repair Order - Review, send, and schedule Express Pay - Review of next day appointments to provide an elevated experience at time of appointment   Claims Management - Process and submit extended warranty claims - Process and submit tire and wheel contract claims - Process and submit additional third-party coverage claims (Windshield, Dent, etc.)   Outbound Strategies - Outbound Special-Order Parts communication - Outbound Campaign/Recall communication - Outbound CSI follow ups   Further Development - Lateral Support Training in other service operations - Internal Assistant Service Manager - Warranty and Booking - Loan Car Process

Washes, waxes, and buffs vehicles, dress wheels and tires Vacuums interiors and trunks Cleans all glass components thoroughly Inspects and cleans engine compartment Operates car wash where available Removes "sticker" tape and glue on vehicles to be delivered Maintains strict adherence to dealership policy on client vehicle care and operation Assures that every complete job, whether pre-delivery or customer pay meets dealership standards 100% of the time Inspects new car inventory to assure that the appearance of these vehicles meets dealership standards 100% of the time Inspects cars for damage and/body work and report any damage to management Works to meet deadlines and/or client promise times; and keeps key members informed of progress

Must be able to drive and operate vehicle Examines vehicle, diagnoses and, if needed discusses with the Shop Foreman, or ASM as to the nature and extent of damage or malfunction Communicates labor time estimates and additional service requests to the ASM for communication to client Plans work procedure in cooperation with the Shop Foreman Monitors repair time and updates ASM on status often for client vehicles left for service, and for waiting clients Maintains strict adherence to dealership policy on client vehicle care and operation Completes story, or documentation for client repairs Assists Technician Trainees Attends company and factory training Keeps current with factory technical bulletins Knows and understands the Avondale Privacy and Information Security Policy, and adhere to its requirements

Greets clients and escorts client to appropriate member Parks cars in designated areas Retrieves cars for clients Finds and installs license plates Replaces vehicle bulbs Notifies Assistant Service Manager (ASM) or Estimator if client is waiting Keeps service drive free of vehicles and clean and clear of debris Maintains strict adherence to dealership policy on client vehicle care and operation Helps clients transfer luggage or packages between cars Assists techs in moving inoperable vehicles Alerts Manager to any damage to clients’ vehicles Drives clients to requested destination as needed

Greets clients and escorts client to appropriate member Parks cars in designated areas Retrieves cars for clients Finds and installs license plates Replaces vehicle bulbs Notifies Assistant Service Manager (ASM) or Estimator if client is waiting Keeps service drive free of vehicles and clean and clear of debris Maintains strict adherence to dealership policy on client vehicle care and operation Helps clients transfer luggage or packages between cars Assists techs in moving inoperable vehicles Alerts Manager to any damage to clients’ vehicles Drives clients to requested destination as needed

Must be able to drive and operate vehicle Examines vehicle, diagnoses and, if needed discusses with the Shop Foreman, or ASM as to the nature and extent of damage or malfunction Communicates labor time estimates and  additional service requests to the ASM for communication to client Plans work procedure in cooperation with the Shop Foreman Monitors repair time and updates ASM on status often for client vehicles left for service, and for waiting clients Maintains strict adherence to dealership policy on client vehicle care and operation Completes story, or documentation for client repairs Assists Technician Trainees Attends company and factory training Keeps current with factory technical bulletins Knows and understands the Avondale Privacy and Information Security Policy, and adhere to its requirements

Must be able to drive and operate vehicle Washes, waxes, and buffs vehicles, dress wheels and tires Vacuums interiors and trunks Cleans all glass components thoroughly Inspects and cleans engine compartment Operates car wash where available Maintains strict adherence to dealership policy on client vehicle care and operation Knows and understands the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction

Must be able to drive and operate vehicle Examines vehicle, diagnoses and, if needed discusses with the Shop Foreman, or ASM as to the nature and extent of damage or malfunction Communicates labor time estimates and additional service requests to the ASM for communication to client Plans work procedure in cooperation with the Shop Foreman Monitors repair time and updates ASM on status often for client vehicles left for service, and for waiting clients Maintains strict adherence to dealership policy on client vehicle care and operation Completes story, or documentation for client repairs Assists Technician Trainees Attends company and factory training Keeps current with factory technical bulletins Knows and understands the Avondale Privacy and Information Security Policy, and adhere to its requirements