West Broad VW Service Advisor (1900)

PAGE ASSOCIATES INC•Richmond, VA

12h•Onsite

About The Position

West Broad VW is a leading dealership committed to providing exceptional service and care to our customers. We pride ourselves on our dedication to customer satisfaction and maintaining high standards of service. We are looking for a friendly and organized Service Advisor to join our team and help us continue to deliver top-notch service. Job Description: We are seeking a Service Advisor to join our team. The successful candidate will greet customers in a timely and friendly manner, schedule appointments, communicate with customers about their vehicle's needs, and ensure that all service orders are accurate and completed efficiently. This role requires excellent customer service skills and a strong understanding of vehicle maintenance and repair processes.

Requirements

High school diploma or equivalent; additional education or training in automotive service preferred.
Previous experience in a service advisor or similar role in a dealership.
Excellent customer service and communication skills.
Strong organizational skills and attention to detail.
Knowledge of automotive maintenance and repair procedures.
Ability to follow federal, state, and local regulations.
Valid driver’s license and clean driving record.

Responsibilities

Greet customers promptly and courteously.
Inform customers who are waiting in line that they will be helped soon.
Schedule appointments using dealership-approved forms.
Communicate with service customers to determine the nature of the mechanical problem.
Obtain customer and vehicle data.
Test-drive vehicles with customers if necessary to understand issues.
Advise customers on car care and maintenance according to manufacturer specifications.
Maintain CSI rating comparable to manufacturer, zone, or branch average.
Maintain a standard for hours per customer repair order written.
Follow federal, state, and local regulations (e.g., hazardous waste disposal, OSHA).
Ensure all repair orders are accounted for and properly documented.
Explain additional work needed to customers, including costs and time.
Provide accurate repair instructions on repair orders, making main issues clear.
Provide estimates for labor and parts, and contact customers for approval if costs are undetermined.
Establish time promised for repairs.
Obtain customer signatures on repair orders.
Follow up on repair orders throughout the day and update customers on changes.
Handle phone inquiries regarding work in process and appointments.
Deliver vehicles to customers and answer any questions they may have.
Keep service department forms and guides up to date.
Ensure quality control to reduce comebacks.
Inspect vehicles for bodywork needs and provide estimates for body shop work.
Interpret warranty information and policies for customers.
Identify repair orders that require special handling (e.g., rush, customer waiting).
Keep the Service Manager informed of any problems or potential issues.
Stay updated on technical and performance information for all vehicles serviced by the dealership.
Refer leads and prospects for vehicle sales to the New & Used Car Department.
Close repair orders in a timely and efficient manner upon completion of work.