Service Advisor

Hendrick Automotive Group•Cary, NC

21d•Onsite

About The Position

The Service Advisor is responsible for selling, identifying, and documenting vehicle service, maintenance, and repair needs for customers, and scheduling the work to be performed. The role works with customers and technicians to identify required maintenance, advises customers on necessary and recommended services, and offers additional services and repairs. The Service Advisor calculates parts and labor costs, estimates repair costs, records itemized estimates on service orders, and explains estimates to customers. The position has no direct supervisory responsibilities. Duties are generally performed in the dealership service area and involve inspecting customer vehicles, moving around the Service Department to convey information between customers and technicians, and potentially conducting road tests. The role regularly interacts with customers, service managers, technicians, and employees from other dealership departments. The employee is expected to follow company policies, safety rules, and Safeguards requirements; demonstrate company Core Values; accurately record hours worked; participate in required training; and perform other duties as assigned.

Requirements

High school diploma desired.
Previous experience in automotive or customer service industries.
Desired work experience: 3–5 years.
Working knowledge of vehicle mechanical operations.
Excellent interpersonal, customer service, and organizational skills.
Valid driver's license.
Intermediate skills in Microsoft Office products.
Ability and knowledge to use the Dealership Management System and other web-based applications used for operations.
Ability to understand and follow instructions and communicate effectively with customers and company personnel.
Ability to read and comprehend instructions, correspondence, and memos, and to present information effectively in one-on-one and small-group situations.
Ability to add, subtract, multiply, and divide.
Ability to apply common-sense understanding to carry out instructions and deal with standardized situations.
Regular and predictable attendance is required; scheduled shifts may include evenings, weekends, and holidays.
Ability to talk or hear regularly, and to stand, walk, and sit frequently.

Responsibilities

Work with customers and technicians to identify required maintenance.
Advise customers on necessary and recommended services.
Offer additional services and repairs to customers.
Calculate replacement parts and labor costs to restore vehicles to the condition specified by customers.
Estimate the cost of mechanical, electrical, and other repairs.
Enter itemized estimates on service orders and explain estimates to customers.
Schedule service appointments.
Meet dealership standards for repair and order production.
Maintain CSI at or above company standards.
Maintain an organized, clean, and safe work area.
Participate in required training.
Accurately record all hours worked in the company timekeeping system.
Follow Safeguards rules and regulations.
Demonstrate the company's Core Values and comply with company policies and procedures.
Observe applicable federal, state, local, and company safety rules and regulations.
Perform other duties as assigned.