Automotive Service Advisor

As a Service Advisor at Rock Ridge Nissan Infiniti, part of the Generation Auto Group collection, you are a crucial liaison between customers and the service department. You are responsible for providing excellent customer service, assessing vehicle issues, and coordinating vehicle repairs and maintenance services. The role requires strong communication skills, technical knowledge of automotive systems, and the ability to ensure customer satisfaction. What You’ll Be Doing The primary functions of this role, include but are not limited to: Customer Interaction Greet customers in a timely and friendly manner, making them feel welcome and comfortable. Obtain accurate vehicle information from customers, including VIN, make, model, year, and mileage. Documentation And Vehicle Inspection Write up customer's vehicle problems accurately and clearly on the repair order. Conduct a preliminary inspection of the vehicle, noting any visible issues or concerns. Test Drive And Evaluation Test drive the customer's vehicle, if necessary, to better understand and diagnose issues. Refer to the vehicle's service history to ensure a comprehensive assessment. Service Recommendations Inspect the vehicle thoroughly, identifying any additional service or maintenance needs based on manufacturer specifications. Provide customers with clear and detailed service recommendations, explaining the importance and urgency of each. Cost Estimate Prepare a complete and accurate written cost estimate for labor and parts required for the repairs. Ensure transparency in pricing and answer any customer inquiries regarding costs. Communication And Coordination Maintain constant communication with the service dispatcher, service technicians, and the parts department to ensure a smooth workflow. Keep customers informed of the progress of their vehicle repairs throughout the day. Contact customers promptly if there are any changes in the estimate or promised completion time, providing a full explanation. Obtain customer authorization for all repairs Customer Satisfaction Address any customer concerns or questions with patience and professionalism. Obtain the customer's signature on the repair order and provide them with a copy for their records. Closing Repair Orders Close repair orders in a timely and accurate manner, ensuring that all relevant information is documented. Customer Satisfaction Index (CSI), Fixed First Visit (FFV) and Follow Up: Strive to maintain high levels of customer satisfaction, as measured by the Customer Satisfaction Index (CSI). What We’re Looking For Punctual, reliable, and dependable with a strong work ethic Previous automotive dealership, Service Advisor, or customer service experience preferred Strong knowledge of automotive maintenance, repair procedures, and dealership service operations Experience with Reynolds & Reynolds or other dealership management systems (DMS) preferred Excellent verbal, written, and interpersonal communication skills with the ability to clearly explain recommended maintenance and repairs to customers Customer-focused with the ability to build trust, develop long-term customer relationships, and deliver an exceptional service experience Friendly, attentive, and welcoming with the ability to professionally greet and assist customers throughout the service process Strong organizational, multitasking, and time-management skills with the ability to manage repair orders, appointments, customer follow-ups, and service recommendations Strong problem-solving skills with the ability to remain organized and professional in a fast-paced automotive service environment Professional appearance, attitude, and demeanor Bilingual is a plus Flexible availability, including the ability to work Saturdays Willingness to continuously learn and stay current with automotive technology, manufacturer procedures, and industry advancements What We’ll Give You Paid Time Off Medical Insurance Dental Insurance Vision Insurance Aflac Insurance 401(k) with Employer Match Paid Holidays Employee Purchase Program Referral Programs Perks & Discount Program Monthly Employee Celebrations Paid Manufacturer Training Company-Supplied Uniforms Who We Are Generation Auto Group is a family-owned and operated dealership group proudly serving our communities for over 30 years. Owned by the Catalanotto family, our organization is built on integrity, transparency, accountability, reliability, and discipline. Our Collection Includes Generation Kia – Bohemia, New York Generation Buick GMC – Bohemia, New York Autoworld Kia – East Meadow, New York Nutley Kia – Nutley, New Jersey Rock Ridge Nissan & Infiniti – Denville, New Jersey Freedom Ford – Woodbridge, New Jersey We are deeply rooted in the communities we serve and committed to developing local talent. At Generation Auto Group, employees are supported, valued, and given opportunities to grow their careers while delivering exceptional service to our customers.