Company: Assured Automotive

Job Description:

The Dealer Representative, (Dealer Rep) primary responsibility and accountability is to provide an exceptional and successful customer experience while handling the collision service needs of Boyd’s partners. The Dealer Rep plays a pivotal role in the success of the customer’s experience by ensuring they are managing the relationship between the customer, insurance company, dealership and the repair facility.

Key Job Responsibilities

Ensure consistent execution of WOW (Wow Operating Way) plan.

Role and Requirements

Effectively manage a positive and productive business relationship between dealership and repair facility

Accurate Diagnosis of Collision Damage  & Refinishing Operations

Communicate clearly the Repair process, and address all questions to ensure client’s confidence

Manage the R.O. Package and ensure all information is captured and accurate.  This package must accompany the vehicle during the delivery

Schedule Customers for repairs & assign Job Classification accordingly

Order parts & arrange sublet repairs with vendors when required for each RO 

Organize Dealer sublet mechanical work

Arrange Dealer Internal and Warranty work for repairs

Adhere to all Insurance programs, procedures & guidelines

Utilize daily insurance programs & tools (Progi/ APU/ ARMS/ Progi Sync)

Capture all prior damages on vehicle inspection sheet including photo’s during walk-around

Document and communicate service problems related to delays

Work with the Production Supervisor on any repair related concerns/supplements

Manage all arrangements for towing as well as costing against the RO, (Ensure Insurance approval prior to pick up of tow) 

Respond to and Arrange for any valet service tows or service as per Assured Claims Centre

Communicate all customer requests and needs to appropriate team members

Communicate updates with Customers & Insurance claims personnel 

Update Customers on progress of vehicle through-out production

Confirm repair authorization, obtain customer signature and arrange rental for customer (if applicable)

Provide 24 hour notice of vehicle ready for delivery to customer

Personal delivery of the Vehicle to customer

Provide all paperwork to repair facility in a timely manner (invoice/ assignments/ signed authorizations/ payment slips)

Uphold Store policies regarding payments, purchases, documentation, etc.

Support all team members when required

Participate in daily production meeting with the Management Team, as required

Participate in monthly Health & Safety and staff meeting (if required)

Attend training, information sessions and workshops recommended by Store Manager 

Maintain the Assured KPI’s by maximizing role performance (Sales/ GP/ NP/ CSI/ AR/ CT&TT)

Make appraisal follow-up calls with un-landed estimates (Batting Average / Close Sales)

Uphold Assured’s Core Values : Honesty, Integrity & Respect

Consistently demonstrates actions and behaviors supporting our “10 Promise”

Work Tools to be Utilized

Scheduling Tool: Progi Calendar, Google Calendars

Management Information System: Summit, Repair Centre

Rental Management Systems: ARMS, Dial

Comprehensive Knowledge of: Mitchell, Audatex

Parts sourcing: Car-part, Progi, APU

Education and/or Experience Required

Post-secondary education or equivalent

A minimum of 1 years previous experience in a collision repair environment or a similar role

Required Skills/Abilities

Effectively manage a fast-paced environment, demonstrating multi-tasking ability while working under pressure

Sales driven, while successfully delivering great customer service

Strong attention to detail and a high degree of accuracy

Consistently demonstrates a successful client experience

Communicate effectively, both verbally and in writing

Ability to interpret work scope from vehicle estimates or work orders

I-Car Registered (working towards Gold Class certification)

Working knowledge of vehicle repairs practices

Valid G-Driver’s License 

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The physical demands of your job must be met to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

#AASJ

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