We are looking for automotive service advisors that are looking to make a difference to our customers! We offer competitive pay, AND....A 4 DAY WORK WEEK!
The primary role of the Service Advisor is to be the liaison between the Service guest and the technician. The Service Advisor is responsible for promptly greeting incoming Service guests, creating an accurate repair order for the technicians (using the customer’s words), completing estimates and providing them to customers, selling additional recommendations, and billing out/cashiering the repair orders (accurately) when work is completed.
Essential Duties include:
- Greeting guests in the drive with a friendly and welcoming demeanor
- Performing walkaround in the drive while reviewing the guest's needs
- Record vehicle true mileage and put a numbered hang tag in the vehicle
- Gathering information from guests to create an accurate repair order (in the guests words when appropriate) for the technicians. Utilize provided worksheets when needed.
- Reviewing all requests on the repair order with the guest and confirming the dollar estimate of work to be completed, along with expected pick up time. This requires attention to how the appointment was scheduled, “wait” appt or “drop for the day” appt.
- Gathering registrations from customers come in for NHSI
- Confirming all required SOP parts have arrived, at time of write-up for scheduled services.
- Confirming tires have beenordered/arrived for guest appointment if applicable
- Confirming if vehicle has Pre-paid maintenance and processing, when applicable
- Confirming if vehicle has any outstanding recalls and documenting if a guest declines to complete recall at that time
- Collect guest’s signature on all repair orders (or tablet)
- Confirming address and contact information is up to date, along with the best method of contact for the day of Service appt.
- Provide the guest with your contact info
- Follow up with guests throughout the day regarding the status of their vehicle
- Be available for the technicians when they need to discuss a guest’s vehicle with you
- Provide guests with accurate estimates of any recommendations from the technician working on the guest’s vehicle
- Send Multi-point Inspection (MPI) results and video (when applicable) to guests when appropriate.
- Reset expected pick up time with customer as needed to accomodate additional work needed. Coordinate revised timelines with technician and/or dispatch as needed.
- Approve or decline work within digital MPI system in a timely manner
- Review and bill out repair orders when vehicles are completed (in a timely manner)
- Confirm the repair order is coded correctly and the CCR (Complaint/Cause/Remedy) is detailed, edited when needed, and accurate
- Contact guest to let them know their vehicle is ready and confirm hours available for retrieval of vehicle
- Accept guest’s payments and close/cashier ROs, with high degree of accuracy
- Keep all Audit copies with payments in an organized manner
- Create carryover work lists for team before days off.
Additional required duties:
- Scheduling guest appointments via phone/email/walk-in, as needed
- Answering your desk phone (direct line)
- Returning ALL voicemails in a timely fashion - within an hour whenever possible
- Returning ALL emails in a timely fashion - within an hour whenever possible
- Reviewing RO list (daily) for any open repair orders that should be closed, etc.
- Staying up-to-date with all E-learns, as required
- Other tasks, as assigned
Skills required:
- Attention to detail
- Strong communication skills
- Strong customer service skills
- Automotive Knowledge (not required but helpful)
- Strong selling skills
- Computer/software familiarity
- Reliable - required to be here 15 minutes prior to shift start time
- Dependable
- Motivated
- Focused
Physical Requirements:
- Standing and/or sitting for up to 8 hours/day
Education and/or Experience:
- Two to four years related experience and/or training; or equivalent combination of education and experience.
Reasoning Ability:
- Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
- Ability to solve practical problems and deal with a variety of different issues.
Certificates, Licenses, Registrations:
- Automotive Service Excellence (ASE) Certifications (where applicable)
- Manufacturer Training
- Valid Driver's License
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job Type: Full-time
Pay: From $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Day range:
Shift:
Experience:
- basic automotive maintenance: 3 years (Preferred)
License/Certification:
- Driver's License (Required)
Work Location: In person