Service Advisor

Fix Group Management•South Bend, IN

8d•$70,000 - $90,000

About The Position

We are a very busy automotive repair shop that has been in business for over 20 years! We provide an upscale repair service as an alternative to the dealership, along with a robust warranty program. The Service Advisor is the primary point of contact for customers bringing their vehicles in for repair and/ or maintenance. The Service Advisor is responsible for greeting customers, addressing their vehicle issues, explaining necessary repairs and costs, communicating with technicians and ensuring timely service and delivery while maintaining customer satisfaction. This comprehensive approach highlights the critical responsibilities of the Service Advisor role, focusing on customer service, effective communication, and operational efficiency within the repair process.

Requirements

Experience : 3 or more years of experience as a Service Advisor or related position
Organizational & Focus Skills : Must be able to work and complete work tasks in a timely fashion in an environment that has constant distractions and interruptions.
Computer Knowledge : Must possess a working knowledge of how to use a Windows computer. This includes the ability to type or dictate at least 30 words per minute, operate a cursor, view a computer monitor, operate an email account, and use common office software such as word processing and spreadsheet programs.
Communication Skills : Must be able to communicate in English fluently, both in verbal and in written form. This includes the use of a telephone.
Math Skills : Must possess ability to count. Must know how to perform basic math functions using a calculator.
Physical Demands: Must be able to get into and out of various vehicles without assistance. Must be able to drive a motor vehicle with passengers.

Responsibilities

Customer Check-In Information: Gather essential details at check-in, including VIN, mileage, build date, and customer concerns. This information is critical for technicians to perform their jobs effectively.
Vehicle Walkaround: Conduct a thorough walkaround of the customer’s vehicle during check-in. Take pictures and notes to document its condition.
Repair Notes: Ensure that all technician recommendations are justified with detailed notes. If a recommendation lacks proper documentation, return it to the technician for clarification before it can be sold to the customer.
Customer Service: Provide prompt, courteous, and effective customer service. Keep customers updated on the repair process and completion times, ensuring all concerns are addressed.
Explaining and Selling Repairs: Sell recommended repairs and maintenance based on the company’s profit matrix while maintaining required metrics such as average repair order, close-ratio, gross profit, gross profit per hour, and effective labor rate. Clearly explain to customers the importance of the recommended repairs. Educate customers on the repairs needed and build value in the services offered.
Communication and Collaboration: Maintain effective communication with the Store Manager, Shop Foreman, Technicians, and Parts Manager to ensure completion times are met and maintain productive workflows. Collaborate with Quality Control Technicians to ensure each vehicle is quality-checked before release. Quality control must be marked complete by the person who performed the check before notifying the customer that their vehicle is ready.
Managing Customer Expectations: Consider key factors that influence promise dates, such as parts availability, current workload, future scheduled commitments, prior promised work, available labor hours, time required for quality control checks, and the possibility of additional repairs. Collaborate with technicians to develop estimated completion times and communicate these timelines to customers. Regularly adjust and update expectations to provide customers with accurate information and minimize misunderstandings.
Updating Customers: Regularly update customers throughout the repair process, including providing a "no update" update. This ensures transparency and keeps customers informed, even when there is no new information to report.
Show and Sells: For customers with waiting appointments, escort them to the shop and introduce them to the technician. Present findings and quotes within 15 minutes of the vehicle being pulled in. If the customer is not waiting but has questions, invite them to inspect their vehicle with an advisor and technician at their convenience.
Repair Orders, Quotes, and Invoicing: Create and manage repair orders upon customer check-in, accurately quote repairs, and provide invoices upon vehicle pickup.
Extended Warranty Coordination: Assist customers with extended warranties by initiating claims and informing them about coverage, deductibles, and necessary documentation for payment upon completion.
Board Management: Regularly update the status board for all clients. Move magnets as the process progresses and ensure the RO status is updated in Tekmetric.
Expectations: Maintain profitability, required average repair order, gross profit per hour and effective labor rate, as determined by the Store Manager. Provide exceptional customer service and experience. Effectively ell and educate the customer on required repairs and maintenance. Manage workflow via board and communication. Collaborate with all staff to ensure quality delivery of repair in a timely manner. Stay up to date with all assigned customers.