Automotive Service Advisor, Toyota of Smithfield
About The Position
The Service Advisor provides excellent customer service, putting customers’ perspectives first. The role welcomes customers professionally, identifies and confirms their concerns, and helps resolve them. The Service Advisor communicates manufacturer-recommended maintenance, service costs, and additional repair needs identified through a multi-point inspection. Acting as the liaison between customers and technicians, the advisor ensures that customer needs and requested work are understood and that completed or recommended services are clearly explained. The position reports to the Assistant Service Manager and Service Manager for day-to-day issues. The advisor handles customer contact from the initial greeting through vehicle delivery, including vehicle walk-arounds and condition reports, repair-order preparation, estimates and approvals, service-status updates, payment processing, and explanations of completed work and future recommendations. Performance expectations include customer satisfaction at regional level or above, an average of two hours per repair order monthly, additional service request penetration of at least 35%, and an effective labor rate of 85% of the door rate.
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 professionally and identify, confirm, and offer resolutions to their concerns.
- Explain manufacturer-recommended maintenance items and associated costs.
- Conduct vehicle walk-arounds with customers, document vehicle condition using the company iPad, identify visible dents, dings, and scratches, and obtain a signed condition report.
- Obtain customers’ signatures on repair orders for requested services.
- Explain the multi-point inspection process.
- Write complete and accurate repair orders using the Tekion system.
- Provide accurate estimates and 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 be completed promptly.
- Communicate with technicians and dispatchers to understand the services required and performed.
- Follow up with customers during vehicle repairs or servicing to keep them informed of status.
- Receive and process cash or credit payments and complete payment and repair-order reconciliation reports.
- Promptly and professionally deliver vehicles to customers after service.
- Explain completed services and future service recommendations at delivery.
Benefits
- Health insurance
- Dental insurance
- Life and disability insurance
- 401(k) with company match
- Flexible spending accounts
- Paid time off
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
