Service Advisor

Winrock Automotive Group is a family-owned business dedicated to our employees’ success and growth. With six locations in Arkansas, opportunities abound for career development and involvement.

Benefits

• Medical, Dental, and Life Insurance
• Vision Insurance
• Short-term and long-term disability
• 401K
• Paid time off
• Closed on Sundays

Responsibilities

• Ensure excellent customer service by providing accurate and effective advice to every customer
• Act as the liaison between the customer and service technicians
• Schedule service appointments
• Obtain customer and vehicle data prior to arrival when possible
• Greet customers in a timely, friendly manner and obtain vehicle information
• Write up customer’s vehicle issues accurately and clearly on repair order
• Test drive the vehicle with customer as needed to confirm the problem or refer to test technician
• Refer to service history, inspect vehicle, and recommend additional needed service
• Advise customers on the care of their cars and value of maintaining their vehicles in accordance with manufacturers’ specifications
• Provide a complete and accurate written cost estimate for labor and parts
• Establish “promised time”; check with dispatcher if necessary
• Obtain customer’s signature on repair order; provide customer with a copy
• Establish customer’s method of payment; obtain credit approval if necessary
• Notify dispatcher of incoming work
• Check on the process of repair throughout the day
• Contact customers regarding any changes in the estimate or promised time; explain cost and time requirements in detail and get proper authorization before any additional repairs are performed
• Review repair orders to ensure work is completed and additional work and authorization is noted; close repair order as appropriate
• Ensure vehicles are parked in assigned areas, locked, and all keys are marked and put away correctly
• Keep service department forms, menus, and pricing guides up to date
• Explain completed work and all charges to customers
• Implement a quality control process to eliminate comebacks
• Maintain high customer satisfaction standards
• Handle telephone inquiries regarding appointments and work in process
• Attend service meetings if required
• Maintain professional appearance in accordance with the employee handbook
• Maintain a clean and professional work environment
• Arrive to work on time and work assigned shift
• Conduct business in an ethical and professional manner
• Follow instructions from supervisor
• Interact effectively with co-workers
• Receive feedback from supervisor in a positive manner

Requirements

• Work experience in service or a related field; 2+ years’ experience as a service advisor or related position (dealership experience preferred)
• Demonstrate knowledge in the area of service to advise customers
• Advanced computer skills, specifically in Reynolds and Reynolds
• Understand the importance of and maintain confidentiality
• Understand and follow work rules, policies, and procedures
• High school diploma or equivalent (Bachelor’s degree in business-related field preferred)

Physical Demands

• Regularly required to sit, stand, and walk
• Occasionally required to climb, stoop, kneel, crouch, or crawl
• Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Work Environment

• Occasionally expected to travel, but normal day-to-day operations are conducted in a professional dealership setting
• Moderate noise level in the work environment

Pre-employment screening includes motor vehicle record, drug screen, and background checks.