Automotive Service Advisor

LaFontaine Chevrolet Buick GMC of St Clair • St Clair, MI

6d

About The Position

The Service Advisor schedules service work in the service department and sells additional services to customers. The role involves receiving customers and their vehicles, determining service needs, documenting repair orders, preparing estimates, coordinating work with the service department, keeping customers informed, and delivering completed vehicles. The advisor is also responsible for maintaining customer satisfaction, supporting repeat and referral business, and helping ensure the work and customer areas are kept clean.

Requirements

• High school diploma or GED.
• At least 2 years of dealer experience.
• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• Problem-solving skills.
• Ability to document information and enter repair orders.
• Solid computer knowledge and proficiency with web navigation.
• Strong written and verbal communication skills.
• Customer-focused approach.
• Ability to overcome objections.
• Positive attitude and ability to work as a team player.

Responsibilities

• Maintain the Customer Satisfaction Index rating established by the service manager.
• Maintain the prescribed standard for hours per customer repair order written.
• Greet customers promptly, professionally, and courteously, and let waiting customers know they will be helped soon.
• Communicate with customers to determine the nature of their vehicle problems and obtain accurate customer and vehicle information.
• Test-drive vehicles as necessary.
• Advise customers about vehicle care and the value of maintenance according to manufacturer specifications.
• Inspect under the hood and underneath vehicles for potential additional repair needs.
• Clearly explain repair needs and document repair instructions, including the primary reason for the visit, in legible repair orders.
• Notify the dispatcher of incoming work.
• Provide labor and parts estimates; when costs cannot be determined at intake, contact customers later for approval.
• Establish each customer's payment method and obtain credit approval when necessary.
• Obtain the customer's signature on the repair order and provide a copy.
• Follow the progress of each repair order throughout the day.
• Contact customers about changes to promised completion times and record changes on repair orders as approved.
• Handle telephone inquiries about work in progress and appointments.
• Compare final invoices with original repair orders.
• Review quality control reports to confirm work was completed as requested and reduce comebacks.
• Deliver completed vehicles and answer customer questions.
• Follow up on additional items identified as needing repair.
• Build and maintain good customer relationships to encourage repeat and referral business.
• Keep work areas and customer waiting areas clean.

Benefits

• Competitive compensation.
• Employee referral program.
• Employee discounts on sales and service.
• Medical, dental, and vision benefits.
• Employer-paid life and AD&D insurance.
• Employee assistance program.
• Pet insurance.
• Flexible spending account.
• Voluntary life and AD&D insurance.
• Short- and long-term disability insurance.
• Critical illness insurance.
• Accident insurance.
• Legal and identity theft protection.
• 401(k) with employer match.
• Holiday savings program with employer match.
• Paid time off.
• Holiday pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED