Service Advisor

About the role

The 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 all automotive service and repair matters, the 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. No one wants to have to bring their car in, but our Advisors ensure the customer is satisfied that the vehicle will be repaired right the first time and in the shortest time possible.

Responsibilities

• Maintain an Excellent CSI (Customer Satisfaction Index) - a MUST!!
• Assist customers with any service needs they have for their vehicle.
• Schedule service for customers either in person or on the phone to ensure a prompt and accurate diagnosis of any problems with their vehicle.
• Make repair recommendations and manage delivery of repairs by setting and managing customer expectations.
• Ensure that required documentation is complete and is in compliance with regulations and standards.
• Comply with and enforce all safety policies and procedures.
• Attend all staff meetings, trainings, and educational classes as required.
• Help educate/train new staff members.
• Problem solving, reporting research results, attention to detail.
• Continually learn about product updates, features, accessories to better assist customer needs.
• Establish personal goals that are consistent with the dealership's standards of productivity, and devise a strategy to meet those goals.
• Follow all company policies and procedures.
• Demonstrate behaviors consistent with the Company's Values in all interactions with customers, coworkers and vendors.
• Product knowledge & safety.
• Patience and high energy personality, computer literate management.
• Performs other duties as assigned.

Qualifications

• MUST HAVE Automotive Dealership Service Advisor experience. Not others need apply!
• Toyota or Lexus experience PREFERRED!
• Ability to provide us with Customer Satisfaction Index (CSI) scores from previous employers.
• Broad scope of automotive mechanical/electrical knowledge.
• ADP/CDK computer programs experience a PLUS!!
• 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 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.
• A desire to work in a commission, performance-based environment.
• 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, Vision, Life, 401K
• Health & Wellness Program
• Community involvement
• Company paid vacation and holidays