Service Advisor

About the role

Greet customers and provide exceptional customer service throughout the repair process. Learn and internalize Earl Stewart Toyota's customer experience policy: The Earl Stewart Code.

Responsibilities

• Greet customers promptly and obtain customer and vehicle information
• Listen to customer concerns and accurately document vehicle issues on repair orders
• Schedule service appointments and coordinate workflow with technicians
• Clearly report all vehicle symptoms as described by the customer
• Determine and recommend needed maintenance based on age, mileage, and history of vehicle
• Explain recommended maintenance and repairs, including costs and estimated completion times
• Prepare a complete and accurate estimate of cost for labor and parts
• Communicate repair progress and keep customers informed of any changes or additional service needs
• Monitor the progress of each vehicle throughout the day and update customers frequently
• Prepare accurate estimates and process repair orders using dealership management systems
• Verify warranty coverage and submit warranty claims according to Toyota guidelines
• Inspect completed repairs for quality and ensure customer satisfaction before vehicle delivery
• Verify that the final invoice reconciles with the work performed on the repair order
• Explain all completed work and charges to customers
• Promote preventive maintenance services and recommend manufacturer-recommended repairs
• Handle customer questions, concerns, and complaints professionally to achieve high customer satisfaction scores
• Coordinate with the parts department to ensure timely availability of required parts
• Process payments and explain invoices upon vehicle pickup
• Maintain accurate customer records while complying with dealership and Toyota service standards
• Meet sales and customer service performance goals in a fast-paced dealership environment

Requirements

• Proven record of achieving exceptional Customer Satisfaction
• Past experience as a Service Advisor, Assistant Lane Manager, or Service Consultant is a must
• Above average energy level
• A desire for a long-term career with a growing organization
• Personal and professional integrity
• ADP computer experience a plus

Skills

• Customer Service
• Automotive Service Advising
• Repair Order Management
• Vehicle Maintenance Knowledge
• Warranty Processing
• Toyota Service Procedures
• Estimating & Upselling
• Communication & Problem Solving
• Time Management
• CDK, Reynolds & Reynolds, or Dealer Management Systems (DMS)
• Microsoft Office Suite
• Team Collaboration

Benefits

• Paid Vacation
• 401K
• Life Insurance provided by company
• Health, Dental, and Vision Insurance
• Disability Insurance
• Use of company yacht
• Family Fund
• Personal Days
• Wellness program
• Paid Maternity/Paternity Leave
• Pet Bereavement