Service Advisor Automotive Dealership
About The Position
Pack Auto Group is hiring an Automotive Service Advisor to help customers understand vehicle maintenance and repair needs and coordinate service work. The role involves identifying customer concerns, inspecting or test-driving vehicles as needed, preparing repair orders and estimates, explaining recommendations and charges, and coordinating with dispatch and technicians. The Service Advisor also schedules appointments, tracks repair progress, obtains customer authorizations, handles inquiries and complaints, and supports customer satisfaction and service quality. Other duties may be assigned. Pack Auto Group describes its culture as grounded in fun, integrity, caring, self-discipline, and continuous improvement, with an emphasis on using technology to improve the customer experience.
Requirements
- High school diploma or GED.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to calculate figures and amounts involving discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to apply basic algebra and geometry concepts.
- Quality customer service skills.
- Strong communication skills.
- Maintain a professional appearance.
- Willingness to submit to a background check and drug screen before employment.
- Valid driver's license and a clean driving record acceptable under company policies.
Responsibilities
- Advise customers about routine maintenance and necessary service.
- Identify mechanical problems by questioning customers and conducting visual inspections or road tests as needed.
- Discuss inspection results with customers, recommend corrective procedures, and prepare work orders for needed repairs.
- Prepare repair orders with time, cost, labor, and parts estimates, and document customers’ concerns.
- Explain completed work and repair order charges to customers.
- Handle customer complaints and telephone inquiries about appointments and work in progress.
- Schedule service appointments and obtain customer and vehicle information before arrival when possible.
- Greet customers promptly and courteously and collect vehicle information.
- Review service history, inspect vehicles, and recommend additional service according to manufacturer specifications.
- Establish promised completion times, coordinate with the dispatcher as necessary, and notify the dispatcher of incoming work.
- Obtain customer signatures and provide copies of repair orders; establish payment methods and obtain credit approval when necessary.
- Monitor repair progress and contact customers about changes to estimates or promised times, explaining details and obtaining authorization before additional repairs.
- Implement and maintain a service marketing program and a quality-control process to reduce repeat repairs.
- Review repair orders to verify completed work and documented authorizations, and close orders as appropriate.
- Ensure vehicles are parked in assigned areas, secured, and that keys are properly marked and stored.
- Keep service department forms, menus, and pricing guides current.
- Inspect vehicles for body work needs, inform customers, and provide estimates for body work.
- Maintain high customer satisfaction standards, a professional appearance, and a clean work area.
- Perform other tasks as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Long- and short-term disability insurance
- 401(k)
- Life insurance
- Critical illness insurance
- Hospital indemnity insurance
- Accident insurance
- Paid vacation for full-time employees
- Employee discount on cars, parts, and service
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
