Service Advisor

Lithia & Driveway•Waukesha, WI

11d

About The Position

The Service Advisor is responsible for providing excellent customer service keeping in mind that our customer’s perspective comes first. This individual presents a friendly, professional greeting to customers and helps identify, confirm and offer resolution to customer concerns. The Service Advisor has a sincere desire to serve our customers. This individual finds and communicates additional repair and service needs to customer based on vehicle inspection. Serves as the communicator between customer and technician; ensuring the customer’s needs are understood by the technician and the needed and recommended service/repairs are understood by the customer. The Service Advisor is supervised by the Service Manager.

Requirements

Strong attention to detail
Sense of urgency
Excellent communication
Typing – ability to type efficiently in order to enter repair orders.
Mathematics – calculating service costs and counting change.
Basic computer skills
Does the right thing, takes action and adapts to change
Self-motivates, believes in accountability, focuses on results, makes plans and follows through
Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
Thrives on a team, stays positive, lives our values
High School graduate or equivalent, 18 years or older required.
We are a drug free workplace.
We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status).
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Responsibilities

Answer incoming telephone calls in a friendly and professional manner in accordance with Incoming Telephone Calls standards (ITC).
Follow the Initial Customer Contact (ICC) process.
Greet customers in a friendly and professional manner.
Identify, confirm and offer resolution to customer concerns.
Communicate with customer what needs to be done, how much it will cost and when service will be complete.
Assess customer needs by conducting a vehicle walk around.
Attain agreement from customer for service needs.
Offer a multi-point inspection.
Write accurate repair orders using ADP system.
Follow the Interim Customer Contact (ICC2) process.
Provide estimates that are accurate and support upfront pricing guarantee.
Obtain approval to review findings of multi-point inspection and associated prices.
Obtain approval to proceed with Additional Service Requests.
Dispatch repair orders to technicians following department dispatch policy and utilizing cost control methods.
Communicate with technicians to gain clear understanding of services required and/or performed.
Follow-up with customer during repair/servicing of vehicle so they are aware of status.
Follow the Customer Delivery (CD) process.
Receive and process cash or credit payment for all services performed.
Upon completion of service promptly and professionally deliver vehicle to customer.
Ensure the Sales 2 Service process is completely thoroughly by welcoming the customer and explaining what we will provide them.