Service Sales Advisor

About the Role

Our BMW Westlake dealership in Westlake is seeking a Service Sales Advisor. This is a great opportunity to take your automotive career to the next level. In this position, you will contribute to the success of Rusnak Auto Group by providing all clients with comprehensive, value-added, fair, and ethical automobile repair services while achieving individual strategic sales objectives.

Responsibilities

• Consistently meet all service department expectations and gross profit/sales objectives.
• Schedule service appointments; prioritize obtaining client and automobile data prior to arrival.
• Immediately greet customers in a professional, friendly manner and obtain automobile information.
• Ensure client’s automobile problems are accurately and clearly documented on the Repair Order (RO).
• Test drive the automobile with the client as needed to diagnose the problem or refer the client to the appropriate Service Technician.
• Respectfully advise clients on the proper care of their automobile and the value of maintaining it in accordance with manufacturers' specifications.
• Provide a complete and accurate written cost estimate for all labor and parts.
• Recommend additional needed and value-added services based on service history and automobile inspection.
• Establish "promised time" with the client; coordinate with Dispatcher if required.
• Ensure each RO is signed by the client and that they receive a copy.
• Establish the client’s preferred method of payment; obtain credit approval if required.
• Immediately notify Dispatcher of incoming work.
• Periodically check on the progress of the repair throughout the day.
• Promptly contact the client regarding any changes in the promised time, explain cost and time requirements in detail, and get proper authorization before performing any additional repairs.
• Implement and maintain a service marketing program.
• Consistently review and close ROs, ensuring work is completed and additional work with corresponding authorization is noted.
• Ensure automobiles are parked in assigned areas, locked, and all keys are marked and correctly stored.
• Keep service department forms, menus, and pricing guides up-to-date.
• Ensure each client receives a thorough explanation of all completed work and charges.
• Successfully maintain a quality control process to eliminate “comebacks.”
• Consistently meet or exceed established Customer Satisfaction Index (CSI) scores.
• Efficiently and effectively handle telephone inquiries regarding appointments and work in progress.
• Thoroughly inspect all automobiles for body work, inform the client if work is needed, and provide an accurate estimate.
• Monitor RO sales and seek opportunities to add value for clients while increasing revenue.
• Write an appropriate share of work based on division among all Service Consultant/Advisors.
• Sell “time” at appropriate values per company and manufacturer guidelines.
• Ensure estimates are accurate and reflect added value for clients.
• Ensure the company and service technicians are fairly compensated for all completed work.
• Effectively promote “value-delivered” rather than “discount offered” to make a sale.
• Successfully integrate personal experience, expertise, professionalism, and business strategy to achieve sales objectives.

Requirements

• High School Diploma/GED or equivalent experience.
• A minimum of 5+ years in a Service Advisor or similar position in the automotive industry; experience in a Tier One European brand Service Consultant capacity is desired.
• Strong verbal and written communication skills (bilingual in English, Spanish, Mandarin Chinese, or another language is an asset).
• Excellent interpersonal and customer service skills.
• Current California Driver License with a satisfactory Department of Motor Vehicle driving record.

Benefits

• Professional Development
• Competitive Pay
• Comprehensive Health Coverage (Medical, Dental, Vision, Life, LTD)
• Employee Assistance Program
• 401(k) Retirement Plan
• Sick Pay, Vacation, and Holiday Pay
• Employee Wellness Program
• Flexible Spending Account
• Employee Referral Bonus Program
• Employee Discounts/Perks