Automotive Service Advisor, Honda

BALISE MOTOR SALES COMPANY•West Springfield, MA

38d•$40,000 - $100,000•Onsite

About The Position

The Service Advisor provides excellent customer service, keeping customers’ perspectives first. The role welcomes customers professionally, identifies and confirms their concerns, and offers resolutions. The Service Advisor communicates additional repair and maintenance needs based on multi-point vehicle inspections and serves as the link between customers and technicians, ensuring that customer needs and requested or recommended services are clearly understood by both parties. The position reports to the Assistant Service Manager and Service Manager for day-to-day issues. The Service Advisor handles customer interactions from initial contact through vehicle delivery. This includes answering calls, conducting vehicle walk-arounds and documenting vehicle condition, preparing accurate repair orders and estimates, obtaining customer approvals, coordinating work with technicians and dispatchers, providing repair-status updates, processing payments, and explaining completed services and future recommendations. Repair orders are written using the CDK system, and a company iPad is used during vehicle condition checks. Performance expectations include achieving a Customer Satisfaction Index at or above the region, averaging two hours per repair order monthly, reaching at least 35% Additional Service Request penetration, and maintaining an effective labor rate of 85% of the door rate. The listed salary range is $40,000 to $100,000 per year, base plus commission.

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.

Responsibilities

Answer incoming telephone calls in a welcoming and professional manner.
Greet customers, identify and confirm their concerns, and offer resolutions.
Explain manufacturer-recommended maintenance items and associated costs.
Conduct vehicle walk-arounds with customers and document the vehicle’s condition, including dents, dings, and scratches; obtain a signed condition report.
Obtain signed repair orders for requested services.
Explain the multi-point inspection process.
Write complete and accurate repair orders using the CDK system.
Provide accurate estimates and support upfront pricing.
Obtain 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 begin promptly.
Communicate with technicians and dispatchers to clarify the services required and performed.
Keep customers updated on vehicle repair or service status.
Receive and process cash or credit payments, and complete payment and repair-order reconciliation reports.
Deliver completed vehicles to customers promptly and professionally.
Explain completed services and future service recommendations to customers.
Meet performance expectations for customer satisfaction, hours per repair order, additional service request penetration, and effective labor rate.