Automotive Experienced Service Advisor - Grand Blanc, Michigan, United States

About the role

Join a growing business committed to family, employee development, environmental protection, and community involvement. As a Service Advisor, you will schedule service work and sell additional services to customers, playing a key role in maintaining high customer satisfaction and driving repeat business.

Responsibilities

• Maintain Customer Satisfaction Index (CSI) rating as set by the service manager.
• Meet the prescribed standard for “hours per customer repair order written.”
• Greet customers in a timely, friendly, and professional manner; communicate wait times to waiting customers.
• Determine the nature of customers’ mechanical problems through clear communication.
• Obtain accurate customer and vehicle data.
• Test-drive vehicles as necessary.
• Advise customers on vehicle care and the value of maintenance per manufacturers’ specifications.
• Inspect vehicles for potential additional repair needs by lifting the hood and checking underneath.
• Clearly explain additional repair needs, highlighting the main reason for the customer’s visit.
• Ensure repair orders are legible.
• Notify dispatcher of incoming work.
• Provide labor and parts estimates; contact customers later for approval if costs cannot be established upfront.
• Establish payment methods and obtain credit approval if necessary.
• Obtain customer signatures on repair orders and provide copies.
• Monitor repair progress and contact customers regarding any changes to estimated completion times.
• Record changes on repair orders as required.
• Handle telephone inquiries about work in progress and appointments.
• Compare final invoices with original repair orders.
• Analyze quality control reports to ensure work is completed correctly and reduce comebacks.
• Deliver vehicles to customers and address any questions.
• Maintain a follow-up program for additional repair needs.
• Build and maintain strong customer relationships to encourage repeat and referral business.
• Keep work areas and customer waiting areas clean.

Requirements

• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• High School Diploma or GED.
• 2+ years of dealer experience.

Skills

• Problem-solving.
• Documentation and repair order entry.
• Solid computer skills and proficient web navigation.
• Strong written and verbal communication.
• Customer-focused with the ability to overcome objections.
• Positive attitude and team player mentality.

Physical Requirements

• Occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• Regularly required to stand, talk, and hear.
• Frequently required to walk and sit.
• Potential exposure to exhaust fumes or other airborne particles.
• Occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required: close vision, distance vision, color vision, and peripheral vision.

Benefits

• Competitive compensation.
• Employee referral program.
• Employee discounts on sales and service.
• Comprehensive benefits package:
  • Medical, dental, and vision insurance.
  • Employer-paid life/AD&D insurance.
  • Employee Assistance Program (EAP).
  • Pet insurance.
• Voluntary benefits:
  • Flexible Spending Account (FSA).
  • Life/AD&D, short-term and long-term disability insurance.
  • Critical illness and accident insurance.
  • Legal and identity theft protection.
• 401(k) with employer match.
• Holiday Savings Program with employer match.
• Paid time off (PTO).
• Holiday pay.

About the Company

Founded in 1980 by Michael Sr. and Maureen LaFontaine, the award-winning and nationally recognized LaFontaine Automotive Group includes 54 retail franchises, 9 collision centers, and 34 Michigan retail locations, employing nearly 2,500 individuals. The group’s mission is to personalize the automotive experience by building lifelong relationships that connect families and strengthen communities.

LaFontaine is actively involved in numerous non-profit organizations, educational institutions, and charities throughout southeast Michigan. The company represents brands such as Buick, Cadillac, Chevrolet, Chrysler, Dodge, Ford, Fiat, Genesis, Honda, Hyundai, Jeep, KIA, Lincoln, Mazda, RAM, Polestar, Subaru, Toyota, Volvo, and Volkswagen.

Core values: Accountability, Responsibility, Respect, Communication, Teamwork, and Passion.