Automotive Service Advisor

LaFontaine Ford Grand Blanc • Grand Blanc, MI

11d

About The Position

The Automotive Service Advisor schedules service work in the service department and sells additional services to customers. The role involves assessing customers’ vehicle concerns, documenting repair orders, providing service estimates, coordinating repairs, keeping customers informed, and ensuring completed work meets their requests. The Service Advisor also helps maintain customer satisfaction, encourages repeat and referral business, and keeps work and waiting areas clean.

Requirements

• At least 2 years of experience.
• High school diploma or GED.
• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• Problem-solving skills.
• Ability to document information and enter repair orders.
• Solid computer knowledge and proficiency navigating the web.
• 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.

Responsibilities

• Maintain the Customer Satisfaction Index (CSI) rating set by the service manager.
• Maintain the prescribed standard for hours per customer repair order written.
• Greet customers promptly, courteously, and professionally, and let waiting customers know 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 when necessary.
• Advise customers on vehicle care and maintenance in accordance with manufacturers’ specifications.
• Inspect under the hood and underneath each vehicle for potential additional repair needs.
• Explain any additional recommended work clearly and document the primary reason for the visit and repair instructions legibly on the repair order.
• Notify the dispatcher of incoming work.
• Provide labor and parts estimates; when costs cannot be established during reception, leave the estimate open and contact the customer for approval later.
• Establish the customer’s payment method and obtain credit approval when necessary.
• Obtain the customer’s signature on the repair order and provide a copy.
• Follow repair-order progress during the day and contact customers about changes to promised completion times.
• Document changes to repair orders according to approved procedures.
• Handle telephone inquiries about work in process and appointments.
• Compare the final invoice with the original repair order.
• Review quality-control reports to confirm requested work is complete and reduce comebacks.
• Deliver vehicles to customers and answer their questions.
• Follow up on additional items identified as needing repair.
• Build and maintain good 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