Automotive Service Advisor

Fix Group Management•Mishawaka, IN

22d•$70,000 - $90,000•Onsite

About The Position

We are a very busy automotive repair shop that has been in business for over 20 years! We provide an upscale repair service as an alternative to the dealership, along with a robust warranty program. The Service Advisor is the primary point of contact for customers bringing their vehicles in for repair and/ or maintenance. The Service Advisor is responsible for greeting customers, addressing their vehicle issues, explaining necessary repairs and costs, communicating with technicians and ensuring timely service and delivery while maintaining customer satisfaction.

Requirements

3 or more years of experience as a Service Advisor or related position
Must be able to work and complete work tasks in a timely fashion in an environment that has constant distractions and interruptions.
Must possess a working knowledge of how to use a Windows computer, including the ability to type or dictate at least 30 words per minute, operate a cursor, view a computer monitor, operate an email account, and use common office software.
Must be able to communicate in English fluently, both in verbal and in written form, including the use of a telephone.
Must possess ability to count and perform basic math functions using a calculator.
Must be able to get into and out of various vehicles without assistance.
Must be able to drive a motor vehicle with passengers.

Responsibilities

Gather essential details at check-in, including VIN, mileage, build date, and customer concerns.
Conduct a thorough walkaround of the customer’s vehicle during check-in, documenting its condition with pictures and notes.
Ensure that all technician recommendations are justified with detailed notes, returning them for clarification if documentation is insufficient.
Provide prompt, courteous, and effective customer service, keeping customers updated on the repair process and completion times.
Sell recommended repairs and maintenance based on the company’s profit matrix while maintaining required metrics.
Clearly explain to customers the importance of recommended repairs and educate them on the services offered.
Maintain effective communication with the Store Manager, Shop Foreman, Technicians, and Parts Manager to ensure completion times are met.
Collaborate with Quality Control Technicians to ensure each vehicle is quality-checked before release.
Manage customer expectations by considering factors like parts availability, workload, and potential additional repairs.
Develop estimated completion times with technicians and communicate these timelines to customers, adjusting as needed.
Regularly update customers throughout the repair process, including providing "no update" updates.
Escort waiting customers to the shop and introduce them to the technician, presenting findings and quotes within 15 minutes.
Invite customers with questions to inspect their vehicle with an advisor and technician at their convenience.
Create and manage repair orders upon customer check-in, accurately quote repairs, and provide invoices upon vehicle pickup.
Assist customers with extended warranties by initiating claims and informing them about coverage, deductibles, and documentation.
Regularly update the status board for all clients and ensure the RO status is updated in Tekmetric.
Maintain profitability, required average repair order, gross profit per hour, and effective labor rate.
Provide exceptional customer service and experience.
Effectively sell and educate the customer on required repairs and maintenance.
Manage workflow via board and communication.
Collaborate with all staff to ensure quality delivery of repair in a timely manner.
Stay up to date with all assigned customers.