Experienced Service Advisor - Jackson, Tennessee, United States

About the Role

The Experienced Service Advisor is the center of communication for service/repair activities and the liaison between customers and the technicians. Serving as the primary point-of-contact for all automotive service and repair matters, the Service Advisor must listen and thoroughly understand customer problems, arrange for appropriate service/repairs, and set/manage expectations on the part of the customers and the technicians in terms of service delivery. They make sure the customer knows what repairs are needed and what repairs and maintenance are recommended.

Responsibilities

• Schedules service for customers either in person or on the phone to ensure a prompt and accurate diagnosis of any problems
• Follows up on status of repairs to ensure vehicle is ready when promised, informs customer in advance when car can't be ready at the promised time, and obtains authorization from customers when repair estimates are revised
• Makes repair recommendations and manages delivery of repairs by setting and managing customer expectations
• Ensures that all completed repairs have gone through quality control and/or a road test
• Maintains current knowledge of vehicle operation, warranties, campaigns, and other service information, such as state lemon laws and Technical Service Bulletins (TSB)
• Ensures all service level targets are met or exceeded
• Ensures that required documentation is complete and is in compliance with regulations and standards
• Complies with and enforces all safety policies and procedures
• Attends all staff meetings, training, and educational classes as required
• Performs other duties as assigned

Qualifications

• High school diploma or GED
• May have some post-secondary automotive training or experience
• At least one year of dealer-level or large facility experience
• Unrestricted driver's license and a clean driving record
• Strong technical and customer service performance record
• Ability to work productively in a fast-paced team environment
• Positive attitude, professional appearance, and great communication skills
• Ability to deliver world class customer service