Express Service Advisor II - Kearny Mesa Ford/kia

Sunroad Auto•San Diego, CA

4d•Onsite

About The Position

As an Express Service Advisor II, you will play a pivotal role in delivering a high level of customer service for express vehicle maintenance and repairs. You will manage the express service lane, handle complex service requests, and ensure that customer vehicles are serviced efficiently and to the highest standards. Your role involves both customer-facing responsibilities and coordination with the service team to maintain smooth operations.

Requirements

Minimum of two years of experience as a service advisor or in a similar customer service role in the automotive industry.
Valid driver’s license and safe driving record; required to have California driver's license within 30 days following date of hire.
At least one year of verifiable driving experience.
Ability to lift up to 15 pounds.
Ability to perform all essential functions of the job description.

Nice To Haves

Demonstrated experience in managing express service operations is preferred.
Previous experience in customer service, retail, or automotive service environments.
Strong customer service and communication skills.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Proficiency in using dealership or service management software and standard office equipment.
Solid understanding of automotive systems and maintenance requirements.
Familiarity with automotive service procedures, industry standards, and best practices.
Knowledge of warranty policies and manufacturer guidelines.

Responsibilities

Provide exceptional service to customers visiting the express service lane.
Greet customers promptly, assess their needs, and clearly explain service options, pricing, and timelines.
Oversee the express service process, ensuring vehicles are checked in, serviced, and returned to customers promptly.
Manage the flow of service work to maximize efficiency and minimize wait times.
Conduct thorough vehicle inspections to identify and recommend necessary maintenance or repairs.
Advise customers on the benefits of additional services and upsell where appropriate.
Collaborate with service technicians and other staff to ensure that all services are performed correctly and on schedule.
Communicate any special instructions or service needs to the team.
Maintain accurate records of service orders, parts used, and customer interactions.
Ensure all documentation is complete and complies with company policies.
Handle customer complaints or issues related to service quality or delays.
Work to resolve problems quickly and effectively, aiming to exceed customer expectations.
Promote service specials, warranties, and other products to customers.
Drive a customer's vehicle to verify certain issues or to ensure that the vehicle is operating correctly before or after the service. This could include checking for noises, vibrations, or any specific complaints the customer has raised.
Moving vehicles around the service area or shop to reposition them for further work or to make space for other vehicles.
Utilize knowledge of current promotions to drive sales and improve customer satisfaction.
Assist in training and mentoring junior service advisors and new team members.
Share best practices and provide support to enhance team performance.
Process transactions, manage service invoices, and handle cashier duties as required.
Ensure all financial transactions are accurately recorded.
Maintain satisfactory attendance.
Perform other related duties as assigned.