Service Advisor

Hendrick Automotive Group•Pleasanton, CA

43d•Onsite

About The Position

The Service Advisor is responsible for selling, identifying, and documenting service, maintenance, and repair work 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 estimates repair and replacement costs, prepares and explains itemized estimates, and schedules customer appointments. This position has no direct supervisory responsibilities. The role is generally performed in the service area and includes inspecting customer vehicles, conveying information between customers and technicians, and potentially conducting road tests. It involves frequent interactions with customers, the service manager, service technicians, and employees from other dealership departments. The employee must maintain a clean, organized, and safe work area; meet dealership production and repair-order standards; maintain CSI at or above Company standards; accurately record work hours; complete required training; and follow company policies, safety rules, and Core Values. Other duties may be assigned.

Requirements

Previous experience in automotive or customer service industries.
Working knowledge of the mechanical operations of vehicles.
Excellent interpersonal, customer service, and organizational skills.
Valid driver’s license.
Intermediate skills in Microsoft Office products and the ability 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 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; scheduled shifts may include evenings, weekends, and holidays.
High school diploma desired.
Three to five years of desired work experience.

Responsibilities

Work with customers and technicians to identify required maintenance.
Advise customers on necessary and recommended services, and offer additional services and repairs.
Calculate replacement-parts and labor costs and estimate mechanical, electrical, and other repair costs.
Enter itemized estimates on service orders and explain estimates to customers.
Schedule customer appointments and service work.
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 and accurately record all hours worked in the company timekeeping system.
Follow Safeguards rules, company policies and procedures, and applicable safety rules and regulations.
Demonstrate the Company’s Core Values.
Perform other duties as assigned.