CAREER DESCRIPTIONS

RETAIL/SALES DEPARTMENT

Sales Representative/Consultant:

The Sales Consultant assists customers in the purchase of new or used vehicles. The basis for all skills on the retail side are learned here including customer centered sales skills, compiling dealership/federal/ state paperwork, e-commerce, customer retention, and vehicle product knowledge.

F&I/Financial Services Manager:

Financial Services Managers complete and review all paperwork necessary for the purchase of new or used vehicles. They also assist customers with any funding needs including securing and preparing bank loans or leases. Financial Services Managers also offer and sell various optional products and services including extended service contracts.

New Car Sales Manager:

The New Car Sales Manager is responsible for managing most aspects of the new car department including the sale of new vehicles, managing the new vehicle inventory, and overseeing and training the group of salespeople assigned to that department. This person is also responsible for maintaining a customer-focused sales environment throughout the sales, delivery, and follow-up process.

Used Car Sales Manager:

The Used Car Sales Manager is responsible for managing most aspects of the used car department including appraising, purchasing, displaying, reconditioning, and merchandising the used vehicle inventory. Their responsibilities also include directing and training the group of salespeople assigned to that department.

General Sales Manager:

The General Sales Manager assumes responsibility for all areas of the retail sales side of a store. The General Sales Manager oversees all Sales Managers, Financial Services Managers, and Sales Consultants. They are responsible for areas that include customer retention and profitability in the New Car, Used Car, and Financial Services departments. The GSM is also responsible for effective personnel management, knowledge of market potential, and establishing performance standards for the retail side of the dealership.

General Manager:

The General Manager is accountable for all areas of a store including New Vehicle sales, Used Vehicle sales, Financial Services, the Service department, and the Parts department. This person must make sure that the store is properly staffed, that all inventories are kept in line with accepted practices, and that the marketing for the store is effective. The GM directs and monitors all dealership managers and supervisors to plan, motivate, and coordinate all functions of the dealership and works with the Controller to ensure accurate financial reporting and expense control. The GM is the liaison between the dealership, the manufacturer, and all other entities. The General Manager bears the ultimate responsibility for the overall profitability of the dealership.

SERVICE DEPARTMENT

Line Technician:

The Line Technician functions as the skilled technician who is able to perform diagnoses and repairs in all areas of the automobile. They communicate with the service advisors to perform work outlined on the repair order with accuracy, in accordance with dealership and factory standards. Line Technicians must have an extensive knowledge of mechanical, electronic and computer technology, and this knowledge must be updated constantly to keep pace with rapid change.

Shop Foreman:

The Shop Foreman ensures that repairs are performed correctly and efficiently by qualified technicians and that the service department maintains a consistently high level of customer satisfaction. The Shop Foreman trains other technicians and makes sure that their finished work is done properly and promptly.

Service Advisor:

The Service Advisor writes the repair order for the customer’s vehicle and is the liaison between the service department and the customer. They are responsible for ascertaining all applicable service needs, and they communicate to the customer in a way to maximize the sale of parts and service. In addition to having a sound knowledge of auto mechanics, service advisors must also be able to work with both the public and the shop technicians in a courteous and professional manner.

Lead Advisor:

Works closely with the Service Manager/ Director to lead and motivate the team of Service Advisors. Handles many of the day-to-day customer complaints and issues of productivity on a timely basis. Motivates all service personnel to obtain high customer satisfaction and productivity.

Service Manager:

The Service Manager monitors and controls the performance of the service department. They also work very closely with customers to ensure the highest level of CSI. Provides guidance and leadership to technicians, advisors and parts department personnel.

Service Director:

The Service Director manages the service department in production, profitability, CSI, and employee retention. They are responsible for leadership/training and motivation of the Service Department employees. Responsible for controlling costs, building a loyal clientele, maintaining good employee relations, setting and obtaining sales and profit objectives and maintaining service records. Must communicate and be a team player with the General Manager and all other Managers to strive for the overall company goals and mission.

PARTS DEPARTMENT

Porter/Parts Runner:

The Parts Runner delivers parts to our wholesale parts customers and is responsible for timely deliveries and excellent customer satisfaction. Parts runners must have safe driving habits and possess good communication skills.

Shipping and Receiving:

The Shipping and Receiving personnel receive, process, and receipt all incoming and outgoing orders for the department. They work throughout the dealership aiding in the overall shipping logistics.

Parts Counter Person:

The Parts Counter employees assist customers and technicians with the purchase of parts for wholesale, retail and internal needs. They work directly with the service department for all necessary parts purchases for customer vehicles. Phone skills are especially important as over 90% of wholesale business is done over the phone.

Assistant Parts Manager:

The Assistant Parts Manager is the liaison between Crown customers and the dealership and is responsible for ensuring total customer satisfaction. The assistant manager is also responsible for enhancing the sale of labor and parts for the department.

Parts Manager:

The Parts Manager is responsible for maintaining and controlling the entire parts department. This includes assisting, training, and managing the parts personnel as well as carefully managing and controlling the parts inventory. Parts Managers accomplish these objectives through the use of proper purchasing procedures, inventory control, staff utilization, security, pricing, merchandising, display, and advertising.

ACCOUNTING DEPARTMENT

File Clerk/Accounting Clerk:

The File Clerk is responsible for maintaining and organizing the accounting files for the Parts Department, Service Department, and Sales Department. The file clerk also provides support for the accounting staff and assists the Title clerk in copying all title work prior to submission to the State Department of Motor Vehicles. This position is responsible for all out-going mail and overnight deliveries.

Accounts Payable Clerk:

The Accounts Payable Clerk processes and settles all outstanding accounts and reconciles all miscellaneous statements. The accounts payable clerk reconciles daily Parts Department and Service Department business and prepares the daily deposit. Among other duties, this position processes Commercial Billing receivables for payment, submits all aftermarket policies through the web-portal, and processes all aftermarket product cancellations. The accounts payable clerk solicits office supply quotes and places supply orders.

Inventory Control Clerk:

The Inventory clerk is responsible for stocking in all new vehicles to inventory including posting the General Ledger transaction. Additional responsibilities include locating new vehicle dealer trades and processing that entire transaction.

Title/DMV Clerk:

The Title Clerk serves as the dealership representative in all activities connected with the processing and record keeping for the State Department of Motor Vehicles. The title clerk processes all title-work and registrations utilizing the online vehicle registration system. This position helps supervise in the collection of all titles from financial institutions, other dealers/wholesalers, and for vehicles purchased from vehicle auctions. The title clerk is responsible for stocking in all used vehicles to inventory. This person also processes, loads, and posts all wholesale vehicle transactions.

Posting/Billing Clerk:

The Posting Clerk completes all checklists, cost-outs, calculates salesperson commissions, and posts to GL all new and used vehicle retail transactions. Also involved is the processing of contract documentation to lien holders for funding and posting receipt of funding to GL. Among other duties, the posting clerk is responsible for maintaining the new and used car inventory schedules, matching the MCO to invoice received from Inventory Control Clerk, creating vehicle inventory folders, and assisting with title work. Lastly, this position reports New Vehicle sales to the manufacturer and is responsible for the rebate schedule.

Office Manager:

The Office Manager is responsible for the Accounting Department and the scheduling of staff and schedule reconciliation. The office manager pays off bank floor-plan daily. This position reconciles monthly bank statements, reconciles all dealer finance reserves, and reconciles the factory payable schedule. Lastly, the office manager double checks all dealership financial information before it is given to the controller.

Controller:

The Controller is ultimately responsible for all aspects of the dealership accounting office. The controller assumes the responsibility for all financial reporting for the dealership. The position reports directly to the Chief Financial Officer and is responsible for the adherence in the dealership to GAAP accounting principles.