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About the Role

The Service Advisor is responsible for scheduling service work and selling additional services to customers. This position will work directly for the Executive Staff and will float between multiple stores within the market as needed.

Responsibilities

• Maintain Customer Satisfaction Index rating within the top 10% of group.
• Maintain a dealership assigned standard for “hours per customer repair order written”.
• Ensure that all documents are accounted for.
• Sell at least 100% of available hours per day.
• Support and endorse dealership policies and procedures.
• Greet customers in a timely, friendly manner.
• Schedule appointments using dealership DMS.
• Communicate with service customers to determine the nature of mechanical problems and provide information to technicians.
• Refer test-drives to technicians.
• Advise customers on vehicle care and maintenance.
• Explain additional work needed, including cost and time.
• Indicate exact repair instructions on repair order, noting the customer's main reason for visit.
• Notify team leader of upcoming work.
• Provide estimates for labor and parts.
• Establish each customer’s method of payment and obtain credit approval if necessary.
• Establish “time promised” and check with work distribution if necessary.
• Obtain customer’s signature on each repair order and provide a copy.
• Follow up on repair order progress and contact customers regarding estimate or time changes.
• Handle telephone inquiries regarding work in progress and appointments.
• Ensure quality check in problem vehicles.
• Be available to answer questions at vehicle delivery.
• Maintain follow-up program on additional items found in need of repair.
• Inspect completed repair order hard copy carefully before closing out.
• Enter operation and failure code of all warrant claims in computer.
• Get approval for all internal work.
• Perform active delivery.
• Call all Special Order Part customers daily.
• Inform customers of all warranty and non-warranty work.
• Keep advisor area clean.
• Get customer approval before work is performed and document approval.
• Wear name tags and uniform.
• Get manager’s approval for all non-warranty, good will, and rental vehicles.

Requirements

• Valid New York State Driver License.

Skills

• Strong interpersonal and communications skills.
• Ability to prioritize and organize work in a multitasked environment.
• Excellent verbal and written communication skills.
• Attention to detail.
• Strong organizational skills including the ability to manage multiple tasks and details simultaneously.
• Ability to work productively in a fast paced, stressful environment.

Location

• Multiple stores within the market

Work Type

• Full-time

Experience Level

• One year dealership experience preferred

Education Level

• High School Diploma or General Educational Diploma (GED)

Equal Opportunity

• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.