SERVICE ADVISOR

TOYOTA OF PORTLAND • Portland, OR

29d • Onsite

About The Position

Toyota of Portland, part of the O’Brien Auto Group, is seeking a full-time Service Advisor. The role is commission-based and driven by individual performance and store growth, with a rotating schedule. Compensation is a base salary of $1,500 based on hours clocked plus personal commission, or the state minimum wage, whichever is greater. Commission percentages range from 5% to 9.5%, based on production.

The Service Advisor is responsible for customer satisfaction concerning customer and vehicle-related problems and for accurately completing designated administrative activities. The role includes welcoming customers, identifying vehicle concerns, recommending diagnostics or repairs, preparing estimates and repair orders, communicating service updates and approvals, and ensuring completed paperwork is accurate and legible. The advisor must follow applicable regulations and company policies, attend weekly morning meetings, maintain professional conduct and appearance, and work cooperatively with dealership personnel. A valid driver’s license and an acceptable driving record are required. Employment offers are contingent on successful background screening and motor vehicle record review.

The job involves intermittent standing, walking, sitting, stooping, kneeling, and crouching; frequent lifting of 20 pounds or less and carrying of 10 pounds or less; frequent pushing, pulling, twisting, turning, reaching, and handling objects; and occasional climbing, balancing, and crawling. Numerous chemicals may be handled on a limited basis, with supervisor-provided safety training and required adherence to safety directives.

Requirements

• Previous advising or writing experience, customer service experience, and/or dealership experience sought.
• Must possess a valid driver’s license and maintain an acceptable driving record in accordance with company policy.
• Must successfully complete a comprehensive background screening and motor vehicle record review for an employment offer.
• Must follow safety directives when handling chemicals and complete supervisor-provided training on their safe handling and use.
• Must comply with company policies regarding non-discrimination and harassment.

Nice To Haves

• Previous retail sales or customer service experience is preferred but not required.
• Reynolds Ignite experience.
• A charismatic and relatable personality.
• Ability to communicate suitably by email, phone, or in person.
• A desire and drive to be successful, with a positive attitude.

Responsibilities

• Maintain a customer satisfaction index rating higher than the manufacturer, zone, or branch average.
• Complete tasks on time and as promised, or notify customers when a promised time cannot be met; under-promise and over-deliver.
• Maintain the dealership-prescribed standard for hours per customer repair order written.
• Follow applicable federal, state, and local regulations, including rules governing hazardous-waste disposal and OSHA Right-To-Know requirements.
• Ensure all documents are accounted for and accomplish the forecast established by the GM and Service Manager.
• Greet customers promptly and courteously, including letting waiting customers know they will be helped soon.
• Determine the nature of customers’ mechanical problems and recommend appropriate diagnostic services or repairs.
• Advise customers on vehicle care and the value of maintenance in accordance with manufacturer specifications, using service menus.
• Provide accurate estimates in accordance with Washington State automotive law for services or repairs sold and offer to return old parts.
• When a service cost cannot be established during reception, leave the estimate open and contact the customer later for approval.
• Ensure service orders contain required customer and vehicle information, including mileage, delivery date, VIN, and phone number.
• Obtain and document telephone approval for add-on sales when customers are not at the dealership.
• Document repair-order changes and record exact repair instructions, including the main reasons the vehicle was brought in.
• Ensure repair orders are legible and inspect each finished repair order for completeness, pricing accuracy, and legibility.
• Attend regular weekly morning meetings.
• Escalate dealership customer concerns to the appropriate management.
• Follow the service-drive dress code, maintain a neat appearance, and actively assist guests with delivery when needed.
• Perform other duties as assigned by management.
• Maintain regular attendance and work cooperatively, positively, and professionally with company personnel.
• Treat members of the public and customers courteously and without discrimination; maintain a professional demeanor and comply with company non-discrimination and harassment policies.
• Maintain a valid driver’s license and an acceptable driving record in accordance with company policy.

Benefits

• Bonuses
• Vacation based on hire date and paid based on position
• Medical, dental, vision, and prescription coverage
• Ancillary benefits, including short- and long-term disability, accident, critical illness, life insurance, and spousal/child coverages
• Flexible Spending Account
• 401(k) with company match

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed