Service Advisor

About the role

Empire Nissan, a well-established Nissan dealership in Ontario, California, is seeking a dynamic and results-driven Service Advisor. As the center of communication for service and repair activities, the Service Advisor serves as the liaison between customers and technicians. You will listen to and thoroughly understand customer problems, arrange for appropriate service and repairs, and set and manage expectations for both customers and technicians regarding service delivery. Your role ensures customers are informed about necessary repairs and recommended maintenance, making their service experience as smooth and satisfactory as possible.

Responsibilities

• Maintain an excellent Customer Satisfaction Index (CSI) — a must.
• Assist customers with any service needs for their vehicle.
• Schedule service appointments in person or by phone to ensure prompt and accurate diagnosis of vehicle issues.
• Make repair recommendations and manage the delivery of repairs by setting and managing customer expectations.
• Ensure all required documentation is complete and compliant with regulations and standards.
• Comply with and enforce all safety policies and procedures.
• Attend staff meetings, trainings, and educational classes as required.
• Assist in educating and training new staff members.
• Problem-solve, report research results, and maintain attention to detail.
• Stay updated on product changes, features, and accessories to better assist customers.
• Establish personal productivity goals aligned with dealership standards and devise strategies to meet them.
• Follow all company policies and procedures.
• Demonstrate behaviors consistent with the company’s values in all interactions with customers, coworkers, and vendors.
• Exhibit product knowledge and prioritize safety.
• Maintain patience, high energy, and computer literacy in managing tasks.
• Perform other duties as assigned.

Requirements

• 1-2 years of auto dealership experience; Nissan experience is a plus.
• Ability to provide Customer Satisfaction Index (CSI) scores from previous employers.
• Broad knowledge of automotive mechanical and electrical systems.
• TEKION experience is a plus.
• Pleasant, friendly demeanor with an outgoing personality.
• Excellent communication, customer service, and problem-solving skills, including maintaining composure under stress.
• Strong interpersonal skills to interact professionally with customers, vendors, and staff.
• Unrestricted California driver’s license with a clean driving record.
• Able to drive both automatic and standard-transmission vehicles.
• Basic computer and internet skills.
• Product knowledge is a plus.
• Willingness to learn and adapt.
• Desire to work in a commission, performance-based environment.
• Ability to multitask and follow assigned tasks efficiently.
• Professional appearance and work ethic.
• Self-starter and self-motivator.
• Ability to thrive in a process-driven environment.
• Bilingual ability is a plus.

Benefits

• Health, Dental, Vision, and Life insurance.
• 401K retirement plan.
• Health & Wellness Program.
• Company-paid vacation and holidays.
• Competitive pay and discretionary bonus opportunities.
• Supportive and positive environment for career growth and development.