SERVICE ADVISOR

OBRIEN AUTO GROUP•Kirkland, WA

About The Position

Toyota of Kirkland, a dealership part of the O'Brien Auto Group, is currently seeking a full-time Service Advisors. We are looking for a team player who has advising or writing experience, customer service, and/or dealership experience. This position will be a commission-based position that is driven off your personal success along with the growth of the store. This position is on a rotating schedule. The Service Advisor will be directly responsible for the proper satisfaction of customer and vehicle-related problems, and the thorough and accurate performance of designated administrative activities This position has a base salary of $1,500 (based off hours clocked) plus personal commission or state Min Wage, whichever is greater. The percentages start at 5% and go up to 9.5% based off production. Job Summary: The Service Advisor will be directly responsible for the proper satisfaction of customer and vehicle-related problems, and the thorough and accurate performance of designated administrative activities.

Requirements

Candidates for this position must possess a valid Driver’s License and maintain an acceptable driving record in accordance with company policy.
Employment offers are contingent upon successful completion of a comprehensive background screening and motor vehicle record review.

Nice To Haves

Previous advising/writing, retail sales, and/or customer service experience preferred but not required.
A charismatic and relatable personality
Ability to communicate suitably through email, phone, or in person
A desire and drive to be successful with a positive attitude

Responsibilities

Maintain customer satisfaction index rating higher than that of the manufacturer, zone or branch average.
All Service Advisors must complete tasks on time and complete as promised to customer or the customer must be notified if promised time cannot be met.
Always under promise and over deliver.
Maintain Dealership-prescribed standard for Hours Per Customer Repair Order Written.
Understand and follow Federal, State and Local regulations such as those governing the disposal of hazardous wastes, OSHA Right-To-Know, etc.
Ensure that all documents are accounted for.
Accomplish the forecast that has been established by the GM and Service Manager.
Greet customers in a timely, friendly manner.
Let customers who are waiting in line know that they will be helped soon.
Communicate with service customers to determine the nature of the mechanical problem(s) and offer logical diagnostic service(s) or repair(s) to satisfy customer problems.
Advise customers on the care of their car and the value of maintaining their vehicle in accordance with manufacturer specifications using service menus.
Provide accurate estimates, according to Washington State automotive law for all services or repairs sold and offer to return old parts.
If the cost of service cannot be established during reception, leave open and contact the customer later by phone for approval.
All orders must include proper customer information including: mileage, delivery date, VIN, phone number, etc.
Obtain properly documented telephone approval for all Add-On sales when customers are not at the dealership.
Properly document repair order changes.
Indicate on repair order the exact repair instructions, making a special note of the main reasons the vehicle was brought in.
Repair orders must be legible.
Carefully inspect every finished repair order for proper completion, pricing accuracy, and legibility.
Attend regular weekly morning meetings.
Escalate any customer concern of the Dealership to proper management.
Follow the service drive dress code.
Must have a neat appearance.
Perform active delivery to any guest in need.
Perform other duties as assigned by Management.
Regular attendance is essential.
Work in cooperative, positive & professional manner with all personnel in the company.
Treat members of the public and customers in a courteous and non-discriminatory manner.
Maintain professional demeanor while at work.
Must conform to company policy regarding non-discrimination and harassment.