Automotive Service Advisor

LaFontaine Toyota Dearborn • Dearborn, MI

8d

About The Position

The Service Advisor schedules service work in the service department and sells additional services to customers. The role involves advising customers about vehicle care and manufacturer-recommended maintenance, documenting repair needs, coordinating repairs, communicating estimates and progress, and ensuring a positive service experience. The advisor works to maintain customer satisfaction and encourage repeat and referral business.

Requirements

• At least 2 years of experience.
• High school diploma or GED.
• Ability to read and comprehend instructions and information.
• 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 and ability to overcome objections.
• Positive attitude and ability to work as part of a team.
• Professional personal appearance.

Responsibilities

• Maintain the Customer Satisfaction Index rating set by the service manager and meet the prescribed standard for hours per customer repair order written.
• Greet customers promptly and professionally, and inform waiting customers that they will be helped soon.
• Discuss customers’ concerns to determine the nature of mechanical problems and obtain accurate customer and vehicle information.
• Test-drive vehicles as necessary; inspect under the hood and underneath vehicles for potential additional repair needs.
• Advise customers on vehicle care and manufacturer-recommended maintenance.
• Clearly explain repair instructions, note the primary reasons for the visit, and ensure repair orders are legible.
• Notify the dispatcher of incoming work and provide labor and parts estimates.
• Contact customers for approval when service costs cannot be established at reception, and obtain payment-method information and credit approval when necessary.
• Obtain the customer’s signature on the repair order and provide a copy.
• Follow repair-order progress throughout the day and notify customers by telephone of changes to promised completion times; document changes as approved.
• Handle telephone inquiries about work in process and appointments.
• Compare final invoices with original repair orders and review quality-control reports to confirm requested work is complete and help reduce comebacks.
• Deliver vehicles to customers and answer their questions.
• Follow up on additional repair needs and maintain positive 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
• Benefits package including medical, dental, vision, employer-paid life/AD&D, employee assistance program, and pet insurance
• Voluntary benefits including flexible spending account, life/AD&D, short- and long-term disability, critical illness, accident insurance, and 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: Mid Level
• Education Level: High school or GED