Express Service Advisor

About the role

The Express 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 express repair matters, the Express 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. He or she makes sure the customer knows what repairs are needed and what repairs and maintenance are recommended. The ideal candidate ensures the customer is satisfied that the vehicle will be repaired right the first time and in the shortest time possible.

Responsibilities

• Maintain an excellent Customer Satisfaction Index (CSI).
• Assist customers with their express service needs for their vehicle.
• Schedule service for customers either in person or on the phone to ensure prompt and accurate diagnosis of any problems.
• Make repair recommendations and manage delivery of repairs by setting and managing customer expectations.
• Ensure that required documentation is complete and in compliance with regulations and standards.
• Continually learn about product updates, features, and accessories to better assist customer needs.
• Establish personal goals consistent with the dealership’s standards of productivity and devise a strategy to meet those goals.
• Demonstrate behaviors consistent with the Company’s Values in all interactions with customers, coworkers, and vendors.
• Exhibit patience, a high-energy personality, and computer literacy in management.
• Perform other duties as assigned.

Requirements

• High school diploma or GED.
• 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.
• ASE certification a plus.
• 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.

Qualifications

• 1-2 years’ experience preferred but not necessary (auto dealership experience preferred).
• Broad scope of automotive mechanical/electrical knowledge.
• Pleasant/friendly demeanor and an outgoing personality.
• Excellent communication, customer service, and problem-solving skills, including the ability to maintain composure under stress.
• Excellent interpersonal skills to interact professionally with customers, vendors, and staff.
• Unrestricted California Driver’s License and clean driving record.
• Able to drive both automatic and standard-transmission vehicles.
• Basic computer and internet skills.
• Product knowledge a plus.
• Willingness to learn.
• Ability to multi-task and follow tasks as assigned.
• Professional appearance and work ethic.
• Self-starter and self-motivator.
• Ability to work well in a process-driven environment.
• Bilingual a plus.

Benefits

• Health, Dental, and Vision insurance.
• Life insurance.
• 401K retirement plan.
• Health & Wellness Program.
• Community involvement opportunities.
• Company-paid vacation and holidays.