Service Advisor/Writer

About the position

The Service Advisor is responsible for the intake of customer vehicles, diagnosing problems and service needs, selling service and/or parts, and communicating job status to customers. This role requires a friendly and outgoing personality, as well as superior communication and customer service skills. The Service Advisor will ensure that repair orders are complete and clearly described, estimate costs and completion times, and review work-in-progress to ensure quality and timeliness.

Responsibilities

• Ensure that repair orders are complete, legible and clearly described on the repair order.
• Estimate costs and completion times at point of sale. Clearly communicate them to customer.
• Review work-in-progress to ensure quality and timeliness.
• Assist technician to determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used.
• Make estimates for internal and wreck repairs with the assistance of the Service Manager.
• Forward all customer paid, warranty, and internal repair orders.
• Greet customer immediately, in a courteous and friendly manner.
• Handle telephone transactions quickly, and courteously.
• Notify customers ASAP of any changes, delays, or additional work needed.
• Upsell additional services that would benefit the customer and their overall riding experience.
• Handle customer complaints reasonably, showing empathy and a positive attitude.
• Give special attention to repeat repairs to ensure the situation is corrected.
• Ensure customer' vehicle is cleaner than when it was dropped off.
• Perform other related duties as assigned or requested.

Requirements

• Outgoing, friendly personality and superior communication and customer service skills.
• Knowledge and experience with servicing of Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
• Experience with Point-of-Sale and parts & service management computer software or the ability to quickly learn.
• Must be computer literate and proficient with Microsoft Office Suite, along with general email/internet.
• Experience using various Google Drive applications to include but not limited to Google Sheets and Google Docs a plus.
• Maintain a positive attitude and relationship with all other employees.
• Capable of pushing and loading motorcycles.
• High school diploma or equivalent.
• Valid driver's license and motorcycle endorsement.
• Passion for the motorcycling lifestyle and riding community.
• Attention to detail.
• High energy level needed.
• Ability to work a flexible schedule including weekends, Holidays, and evenings.
• Proficient in meeting deadlines on a timely manner.