Automotive Experienced Service Advisor - Lansing, Michigan, United States

About the role

We are looking for an Automotive Service Advisor to join our growing business. In this role, you will schedule service work in the service department and sell additional services to customers. Our company is committed to family, promotes employees from within, is passionate about protecting the environment, and actively participates in the community and local charities.

Responsibilities

• Maintain Customer Satisfaction Index (CSI) rating as set by the service manager.
• Maintain the prescribed standard for “hours per customer repair order written.”
• Greet customers in a timely, friendly, and professional manner; inform waiting customers they will be helped soon.
• Communicate with customers to determine the nature of their mechanical problem(s) and obtain accurate customer and vehicle data.
• Test-drive vehicles as necessary.
• Advise customers on vehicle care and the value of maintaining their vehicles according to manufacturers’ specifications.
• Inspect under the hood and underneath vehicles for potential additional repair needs.
• Clearly explain additional repair instructions, highlighting the main reason(s) the customer brought the vehicle in.
• Ensure repair orders are legible.
• Notify dispatcher of incoming work.
• Provide estimates for labor and parts; contact customers later for approval if the cost cannot be established immediately.
• Establish each customer’s method of payment and obtain credit approval if necessary.
• Obtain customer’s signature on repair order and provide them with a copy.
• Follow up on the progress of each repair order during the day and contact customers regarding any changes in the estimate or time promised.
• Record changes on the repair order in the approved manner.
• Handle telephone inquiries regarding work in process and appointments.
• Compare the final invoice with the original repair order.
• Analyze quality control reports to ensure work is completed as requested and reduce comebacks.
• Deliver vehicles to customers and answer any questions.
• Maintain a follow-up program on additional items found in need of repair.
• Establish and maintain good working relationships with customers to encourage repeat and referral business.
• Ensure work areas and customer waiting areas are kept clean.

Requirements

• Prior knowledge of Ford products.
• Prior experience with Reynolds & Reynolds.
• Problem-solving skills.
• Proficiency in documentation and repair order entry.
• Solid knowledge of computers and proficient in web navigation.
• Strong written and verbal communication skills.
• Customer-focused with the ability to overcome objections.
• Positive attitude and team player mentality.
• Excellent communication skills.
• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• High School Diploma or GED.
• Experience in Fleet/Commercial Accounts.

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.
• Potentially exposed to exhaust fumes or other airborne particles.
• Occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, and peripheral vision.

Benefits

• Competitive compensation.
• Employee Referral Program.
• Employee discounts on sales and service.
• Benefits Package: Medical, Dental, Vision, Employer-Paid Life/AD&D, Employee Assistance Program, Pet Insurance.
• Voluntary Benefits: Flexible Spending Account, Life/AD&D, Short-Term and Long-Term Disability, Critical Illness, Accident Insurance, Legal & Identity Theft Protection.
• 401(k) with employer match.
• Holiday Savings Program with employer match.
• Paid Time Off.
• 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. The group employs nearly 2,500 individuals. Our mission is to personalize the automotive experience by building lifelong relationships that connect families and strengthen communities.

The LaFontaine commitment to customers, staff, and local communities is demonstrated through active participation and contributions to numerous non-profit organizations, educational institutions, and charities throughout southeast Michigan. We represent brands such as Buick, Cadillac, Chevrolet, Chrysler, Dodge, Ford, Fiat, Genesis, Honda, Hyundai, Jeep, KIA, Lincoln, Mazda, RAM, Polestar, Subaru, Toyota, Volvo, and Volkswagen.

Our core values include Accountability, Responsibility, Respect, Communication, Teamwork, and Passion.