Automotive Service Advisor - Troy, Michigan, United States

About the Role

Join a growing business committed to family, employee advancement, environmental protection, and community involvement. As a Service Advisor, you will schedule service work and sell additional services to customers.

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 maintenance according to manufacturers’ specifications.
• Inspect under the hood and underneath vehicles for potential additional repair needs.
• Clearly explain additional repair instructions, noting 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 immediately.
• Establish each customer’s payment method and obtain credit approval if necessary.
• Obtain customer signatures on repair orders and provide copies.
• Follow up on repair progress and contact customers regarding any changes in estimated time; record changes on repair orders.
• 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 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 experience.

Skills & Qualifications

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

Physical Requirements

• 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.

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. 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 Family’s 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.