Automotive Service Advisor - Highland, Michigan, United States

About the Role

We are seeking an Automotive Service Advisor to join our growing business. As a Service Advisor, 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, and is passionate about protecting the environment, fostering an inspiring company culture, and actively engaging with 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.
• 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 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 costs cannot be established immediately.
• Establish each customer’s method of payment and obtain credit approval if necessary.
• Obtain customer signatures on repair orders and provide them with a copy.
• Follow up on the progress of each repair order and contact customers regarding any changes in estimated time.
• Record changes on repair orders in the approved manner.
• 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 as requested and reduce comebacks.
• Deliver vehicles to customers and answer any questions.
• Maintain a follow-up program for additional repair needs.
• Build and maintain good working relationships with customers 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.

Skills & Qualifications

• Problem-solving abilities.
• Strong documentation and repair order entry skills.
• Solid knowledge of computers and proficiency in web navigation.
• Strong written and verbal communication skills.
• Customer-focused with the ability to overcome objections.
• Positive attitude and team player mentality.

Physical Requirements

• 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.
• Comprehensive 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 55 retail franchises, 7 collision centers, and 60 Michigan locations, employing over 3,000 individuals. Our mission is to personalize the automotive experience by building lifelong relationships that connect families and strengthen communities. 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.