Automotive Service Advisor - Dearborn, Michigan, United States

LaFontaine Volkswagen of Dearborn • Dearborn, MI

1d • Onsite

About The Position

The Service Advisor is responsible for scheduling service work in the service department and for selling additional services to customers. This role involves greeting customers, determining their vehicle's mechanical issues, advising them on maintenance, providing repair estimates, and ensuring customer satisfaction throughout the service process.

Requirements

• Problem Solving
• Documentation and Repair Order Entry.
• Solid knowledge of computers and proficient in web navigation.
• Strong written and verbal communication skills.
• Customer focused.
• Ability to overcome objections.
• Positive Attitude
• Team Player
• Excellent communication skills.
• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• High School Diploma or GED.
• 2 years or more experience.

Responsibilities

• Maintain Customer Satisfaction Index (CSI) rating as set by service manager.
• Maintain the prescribed standard for “hours per customer repair order written.”
• Greet customers in a timely, friendly, and professional manner.
• Communicate with customers to determine the nature of their mechanical problem(s).
• Obtain accurate customer and vehicle data.
• Test-drive vehicle as necessary.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with the manufacturers’ specifications.
• Lift the hood of every vehicle and look underneath for potential additional repair needs.
• Clearly explain the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in.
• Ensure repair orders are legible.
• Notify dispatcher of incoming work.
• Provide estimates for labor and parts.
• Contact the customer later for approval if the cost of service cannot be established during reception.
• Establish each customer’s method of payment.
• Obtain approval of credit, if necessary.
• Obtain customer’s signature on repair order; provide customer with a copy.
• Follow up progress of each repair order during the day.
• Contact customer by telephone regarding any changes in the estimate of time promised.
• Record changes on repair order in the approved manner.
• Handle telephone inquiries regarding work in process and appointments.
• Compare final invoice with original repair order.
• Analyze quality control report to ensure that work is completed as requested to reduce comebacks.
• Deliver vehicle to customer and answer any questions.
• Maintain follow up program on additional items found in need of repair.
• Establish and maintain good working relationships with customers to encourage repeat and referral business.
• Ensure that work areas and customer waiting areas are kept clean.

Benefits

• Competitive Compensation
• Employee Referral Program
• Employee Discounts on Sales and Service
• Benefits Package (Medical, Dental, Vision, Employer Paid Life/AD&D, Employee Assistance Program, Pet Insurance)
• Voluntary Benefits (Flexing Spending Account, Life/AD&D, Short-Term and Long-Term Disability, Critical Illness, Accident Insurance, Legal & Identity Theft Protection)
• 401(k) and Employer Match
• Holiday Savings Program with Employer Match
• Paid Time Off
• Holiday Pay

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees