Express Service Advisor - Honda

Zimbrick Inc•Fitchburg, WI

4d•Onsite

About The Position

The Express Service Advisor is responsible for greeting and assisting customers, managing daily tasks, ensuring accurate customer and vehicle information on repair orders, and following established procedures. This role involves listening to customer concerns, providing accurate repair estimates, selling necessary services, advising customers on vehicle maintenance, and maintaining high customer satisfaction scores. The advisor also creates repair orders, schedules appointments, documents estimates, performs vehicle walk-arounds, communicates with technicians and parts departments, and handles customer complaints professionally. Additionally, they ensure proper vehicle and key management, maintain customer information confidentiality, promote teamwork, stay updated on automotive knowledge, maintain a professional appearance, and complete assigned training.

Requirements

Ability to greet and assist customers in a prompt, pleasant, and professional manner, both in person and over the phone.
Ability to manage a daily flexible schedule and prioritize tasks appropriately.
Ability to handle incoming phone calls and e-mails in a prioritized manner.
Proficiency in utilizing an assigned work station for daily duties.
Skill in ensuring correct customer information is listed on repair orders and updating incorrect information.
Adherence to pre-determined process maps and assigned department procedures.
Ability to update information regarding the loaner car fleet for accurate tracking.
Skill in listening to customers’ concerns and offering appropriate diagnostic services or repairs.
Ability to provide accurate estimates for services or repairs, consulting with technicians, parts personnel, or outside vendors.
Sales ability to sell proper repairs and/or services responsive to customer needs and meet or exceed sales objectives.
Ability to advise customers on vehicle care and the value of vehicle maintenance.
Ability to consistently meet and/or exceed customer satisfaction goals.
Proficiency in creating repair orders, scheduling service appointments, and contacting customers for additional authorization.
Skill in documenting accurate estimates on repair orders at the time of write-up.
Ability to complete a walk-around of the vehicle at service write-up and document prior damage concerns.
Timeliness in contacting customers with special order parts.
Responsiveness in returning voicemail and/or e-mail.
Effective communication with Technicians regarding repairs and workload.
Ability to notify customers of estimate or promised time changes and contact third parties for authorization.
Coordination skills with Parts Department and outside vendors.
Proficiency in completing active delivery, explaining repair orders, and answering customer questions.
Ability to handle customer complaints with integrity and poise.
Communication skills with Service Drivers for vehicle and key management.
Maintenance of confidential customer information.
Commitment to teamwork and clear, professional communication.
Ability to maintain basic automotive knowledge.
Maintenance of a professional appearance and a clean and organized work area.
Willingness to complete assigned training courses.

Nice To Haves

Experience with Honda vehicles.
Previous experience as a Service Advisor.
Familiarity with manufacturer-specific service procedures and customer satisfaction metrics.

Responsibilities

Greet and assist customers in a prompt, pleasant, and professional manner, both in person and over the phone.
Manage a daily flexible schedule of duties and prioritize tasks appropriately.
Handle incoming phone calls and e-mails in a prioritized manner.
Utilize assigned work station for daily duties.
Ensure correct customer information is listed on repair orders and update any incorrect information.
Follow pre-determined process maps and assigned department procedures.
Update information regarding the loaner car fleet for accurate tracking.
Listen to customers’ concerns and offer appropriate diagnostic services or repairs.
Provide accurate estimates for all recommended services or repairs, consulting with technicians, parts personnel, or outside vendors.
Sell proper repairs and/or services responsive to customer needs and strive to meet or exceed sales objectives.
Advise customers on vehicle care and the value of maintenance according to manufacturer's specifications.
Consistently meet and/or exceed goals for customer satisfaction scores.
Create repair orders, schedule service appointments, and contact customers for additional authorization as required.
Document accurate estimates on repair orders at the time of write-up, ensuring customer and consultant signatures.
Complete a walk-around of the vehicle at service write-up, documenting any prior damage concerns.
Contact customers in a timely manner with special order parts that are received.
Return voicemail and/or e-mail in a timely manner.
Maintain constant communication with Technicians regarding repairs and workload to ensure a proper flow of repair orders.
Notify customers of any changes in estimate or promised time and contact third parties for authorization as required.
Coordinate with the Parts Department and outside vendors to obtain needed parts for services.
Complete active delivery when repairs are completed, explaining the repair order in detail and answering customer questions.
Handle customer complaints with integrity and poise, directing them to other employees or departments when necessary.
Communicate with Service Drivers to ensure vehicles are parked correctly, locked, and keys are managed properly.
Maintain confidential customer information in accordance with applicable laws.
Strive for teamwork and clear, professional communication within the department and organization.
Hold regular team meetings.
Maintain basic automotive knowledge to recommend appropriate repairs or services and act as a customer resource.
Maintain a professional appearance and a clean and organized work area.
Complete training courses as assigned by supervisor and/or required by manufacturer.