Entry Level Service Advisor

Laurel Auto Group•Johnstown, PA

About The Position

Laurel BMW is hiring an entry-level Service Advisor. The role serves as a liaison between customers and technicians, greeting customers, understanding their vehicle concerns, identifying and recommending service, and preparing repair orders and estimates. The Service Advisor communicates repair recommendations, costs, and timelines; obtains customer authorization; coordinates work with technicians, dispatch, and parts staff; and keeps customers informed throughout the repair process. The role also includes scheduling appointments, advising customers about maintenance and warranty matters, reviewing and closing repair orders, delivering vehicles and explaining completed work, handling complaints and follow-up, and maintaining accurate manufacturer-required documentation. The position requires a professional appearance and upkeep of a clean work area. The work involves moving throughout the facility, spending time outdoors and in indoor areas with or without air conditioning, and regularly sitting, standing, walking, bending, twisting, stooping, and performing repetitive hand and finger movements.

Requirements

Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.
Associate's degree or equivalent from a two-year college or technical school, or six months to one year of related experience and/or training, or an equivalent combination of education and experience.
Alternatively, a bachelor's degree from a four-year college or university, or one to two years of related experience and/or training, or an equivalent combination of education and experience.
Alternatively, two to four years of related experience and/or training, or an equivalent combination of education and experience.
Ability to read and interpret safety rules, operating and maintenance instructions, procedure manuals, business periodicals, professional journals, technical procedures, and governmental regulations.
Ability to write routine reports, correspondence, and business communications, and to speak effectively with customers, employees, groups, and the public.
Strong communication skills to explain customer concerns to technicians and repair recommendations to customers in an understandable way.
Ability to perform basic arithmetic and calculate rates, ratios, percentages, discounts, interest, commissions, proportions, and measurements; ability to apply basic algebra and geometry.
Ability to use common-sense reasoning, solve practical problems, interpret instructions, define problems, collect data, establish facts, and draw valid conclusions.
Manufacturer training.
Valid driver's license.
DMS and ComlyNet training.

Responsibilities

Advise customers about routine maintenance, manufacturer-recommended service, vehicle care, warranties, recalls, and open campaigns.
Identify and clarify vehicle concerns by questioning customers, reviewing diagnostic questionnaires and service history, inspecting vehicles, or conducting road tests with customers as needed.
Review MPI results with customers, recommend corrective procedures, and prepare work orders for needed repairs.
Prepare repair orders with customer concerns, estimated labor and parts costs, time estimates, and promised completion times.
Obtain customer signatures, provide copies of repair orders, establish payment methods, and obtain credit approval when necessary.
Schedule service appointments and subsequent maintenance appointments according to manufacturer guidelines; obtain customer and vehicle information before arrival when possible.
Keep customers informed about repair progress, estimate or promised-time changes, costs, and additional work; obtain authorization before performing additional repairs.
Coordinate incoming work with dispatch and independently dispatch when a designated dispatcher is unavailable; maintain communication with technicians and parts department staff.
Review repair orders and technician time, verify completed and authorized work, close repair orders as appropriate, and code warranty claims with required information.
Ensure warranty add-ons and manufacturer-required paperwork are completed according to applicable guidelines.
Deliver vehicles to customers by explaining completed service and MPI results.
Handle customer complaints, telephone inquiries, rental agreements, and post-appointment customer follow-up.
Ensure vehicles are parked in assigned areas, locked, and that keys are properly marked and stored.
Keep service department forms, menus, and pricing guides up to date, and implement quality-control processes to reduce comebacks.
Inspect vehicles for body work, inform customers when work is needed, and provide estimates.
Assist customers in transitioning to the sales department if they choose to trade their vehicle rather than repair it.
Enter time-off requests in ADP, subject to manager approval.
Maintain a professional appearance and keep the work area clean.
Perform other tasks as assigned.