Service Advisor

About the role

The Nielsen Automotive Group values employee satisfaction and its impact on customer experience. Our service advisors have the opportunity to thrive due to high customer retention rates.

Responsibilities

• Schedule appointments.
• Greet customers in a timely, friendly manner.
• Obtain customer & vehicle data.
• Communicate with service customers to determine the nature of the mechanical problem.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications.
• Obtain customer’s signature on repair order.
• Inspect all vehicles for body work, notify the customer that the work is needed, and provide an estimate for body shop work.
• Establish time promised.
• Maintain CSI rating at least comparable to that of the manufacturer, zone or branch average.
• Understand and follow federal, state and local regulations.
• Maintain accurate records of all repair orders.
• If additional work is needed, explain the details to the customer, including the additional cost and time consideration.
• Provide estimates of labor & parts.
• Follow up progress of each repair order during the day & record on repair order in approved fashion.
• Handle telephone inquiries regarding work in process & appointments and return phone messages promptly.
• Deliver vehicle to customers & answer any questions.
• Interpret warranty information & policies to customers.
• Identify ROs that require special handling such as rush, customer waiting, special problem, comeback.
• Keep Service Manager informed of all problems & potential problems involving repairs, customers & equipment.
• Be up-to-date on technical & performance information on all vehicles serviced by dealership.
• On completion of work, repair orders must be closed in a TIMELY & EFFICIENT manner.

Qualifications

• H.S. diploma or the equivalent.
• Ability to read & comprehend instructions & information.
• Two years of experience in a dealership position.
• General knowledge of mechanical operations.
• Professional personal appearance.
• Excellent oral & written communication skills.