Automotive Service Advisor - Grand Blanc, Michigan, United States

About the role

Join a growing business committed to family, employee advancement, environmental stewardship, and community engagement. As a Service Advisor, you will schedule service work and sell additional services to customers while maintaining high customer satisfaction.

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; inform waiting customers of their status.
• Communicate with customers to determine the nature of their mechanical problems and obtain accurate vehicle data.
• Test-drive vehicles as necessary.
• Advise customers on vehicle care and the value of maintenance per manufacturer specifications.
• Inspect vehicles for potential additional repair needs by lifting the hood and checking underneath.
• Clearly explain additional repair needs, noting the primary 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 immediately.
• Establish payment methods and obtain credit approval if necessary.
• Obtain customer signatures on repair orders and provide copies.
• Monitor repair order progress and contact customers regarding changes in estimated time.
• Record changes on repair orders as approved.
• Handle telephone inquiries about work in progress and appointments.
• Compare final invoices with original repair orders.
• Analyze quality control reports to ensure work completion and reduce comebacks.
• Deliver vehicles to customers and address any questions.
• Maintain follow-up on additional repair needs.
• Build and maintain customer relationships to encourage repeat and referral business.
• Keep work areas and customer waiting areas clean.

Requirements

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

Skills

• Problem-solving and objection handling.
• Strong documentation and repair order entry skills.
• Solid computer knowledge and web navigation proficiency.
• Excellent written and verbal communication.
• Customer-focused with a positive attitude.
• Team player with strong interpersonal skills.

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.
  • 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.

Physical Requirements

• Occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; 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.

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 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.

The LaFontaine mission is to personalize the automotive experience by building lifelong relationships that connect families and strengthen communities. Core values include accountability, responsibility, respect, communication, teamwork, and passion.