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. The ideal candidate ensures the customer knows what repairs are needed and what repairs and maintenance are recommended, aiming to satisfy the customer that the vehicle will be repaired right the first time and in the shortest time possible.

Responsibilities

• Maintain an excellent Customer Satisfaction Index (CSI).
• Assist customers with any service needs they have for their vehicle.
• Schedule service for customers either in person or on the phone to ensure prompt and accurate diagnosis of any problems.
• Make repair recommendations and manage delivery of repairs by setting and managing customer expectations.
• Ensure required documentation is complete and compliant 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 and train new staff members.
• Problem solving, reporting research results, and attention to detail.
• Continually learn about product updates, features, and accessories to better assist customer needs.
• Establish personal goals 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.
• Exhibit product knowledge and safety awareness.
• Maintain patience and a high-energy personality; be computer literate.
• Perform other duties as assigned.

Requirements

• High school diploma or GED.
• Some post-secondary automotive training or experience.
• At least one year of dealer-level or large facility experience.
• Unrestricted driver’s license and a clean driving record.
• Strong technical and customer service performance record.
• ASE certification a plus.

Qualifications

• 2-3 years of auto dealership experience.
• Ability to provide 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 maintaining composure under stress.
• Excellent interpersonal skills to interact professionally with customers, vendors, and staff.
• Unrestricted California 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.
• 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, and Vision insurance.
• Life insurance.
• 401K retirement plan.
• Health & Wellness Program.
• Community involvement opportunities.
• Company-paid vacation and holidays.