Automotive Service Advisor, Kia

Balise Motor Sales•West Springfield, MA

2d•$70,000 - $100,000•Onsite

About The Position

The Service Advisor provides excellent customer service, prioritizing customers’ perspectives and needs. The advisor greets customers professionally, identifies and confirms their concerns, and offers resolutions. They explain manufacturer-recommended maintenance, costs, inspection findings, and additional service needs, while serving as the communicator between customers and technicians to ensure requested work is understood and completed. The role includes answering calls, conducting vehicle walk-arounds, documenting vehicle condition, preparing accurate repair orders in Tekion, providing estimates, obtaining customer approvals, coordinating with technicians and dispatchers, and keeping customers informed during service. At delivery, the advisor explains completed work and future recommendations, delivers the vehicle, processes payments, and completes related reports. The Service Advisor reports to the Assistant Service Manager and Service Manager for day-to-day issues. Performance expectations include a Customer Satisfaction Index at or above the region level, a monthly average of two hours per repair order, Additional Service Request penetration of 35% or above, and an effective labor rate of 85% of the door rate.

Requirements

Effective communication skills.
Time-management skills, including managing one's own time and the time of others.
Ability to type efficiently to enter repair orders.
Mathematical ability to calculate service costs and count change.
Basic computer skills.
Ability to sit, stand, walk, handle and feel with hands and fingers, reach with arms and hands, talk, and hear.
May need to stoop, kneel, crouch, and lift or exert force up to 25 pounds.

Responsibilities

Answer incoming telephone calls in a welcoming and professional manner.
Greet customers professionally, identify and confirm their concerns, and offer resolutions.
Explain manufacturer-recommended maintenance items and associated costs.
Conduct a vehicle walk-around with the customer and use the company iPad to document vehicle condition, including dents, dings, and scratches; obtain a signed condition report.
Obtain a signed Repair Order for services requested and explain the multi-point inspection process.
Write complete and accurate repair orders using the Tekion system.
Provide accurate estimates that support upfront pricing.
Obtain customer approval to review multi-point inspection findings and associated prices, and approval to proceed with additional service requests.
Return repair orders to the dispatcher or technician so requested work can be completed promptly.
Communicate with technicians and dispatchers to clarify services required and performed.
Follow up with customers during vehicle repairs or servicing to communicate status.
Receive and process cash or credit payments and complete payment and repair order reconciliation reports.
Promptly and professionally deliver completed vehicles to customers and explain completed services and future service recommendations.
Meet performance expectations for customer satisfaction, hours per repair order, additional service request penetration, and effective labor rate.