Service Advisor

Teton Auto Group•Colville, WA

19h•$60,000 - $90,000•Onsite

About The Position

At Colville Toyota, a member of the Teton Auto Group, we are committed to an environment where the customer is always treated with respect and dignity. Growth is encouraged through diligence, teamwork & creativity. Above all, there is the highest standard of honesty and integrity when conducting business. If you have an interest in automotive and a desire to develop a career in the industry, apply today! Job Summary: The Service Advisor is the dealership's first-line customer relations and service sales representative. The main job functions include satisfying customer and vehicle related concerns, meeting predetermined sales objectives, and thoroughly and accurately perform designated administrative activities. The Service Advisor acts as an assistant to the service manager by working with the team leader to co-manager their group of technicians.

Requirements

High school diploma/GED required
Extensive knowledge of automotive industry and parts
Excellent communication and organizational skills
Ability to communicate equally well with technicians, customers and senior management

Responsibilities

Greet customers promptly and efficiently in person and on the phone while utilizing MAGIC
Maintain a high level of cleanliness, grooming, and uniform appearance.
Conduct all business with sincerity, honesty, and genuine concern for customers
Listen to customer’s description of the problems or services needed to determine the type of service or repairs required, and prepare estimates and invoices for repairs and parts
Offer logical diagnostic services or repairs to satisfy the customers’ concerns
Provide accurate estimates for all the services or repairs recommended
Handle minor customer complaints and/or misunderstandings with courtesy, tact, and in a manner that does not further aggravate the problem
Perform walk around on customer’s vehicle with customer present
Write a brief description of the problem on the repair order to help the technician locate the problem
Communicate vehicle promise time to customer when checking them in
Explain thoroughly to customer all completed work and any recommendations technician may have, go over 120-point inspection with explanation
Collect payment from customer
Act as a liaison between customer and manufacturer representatives and technicians
Track repair orders, parts requests, unsold repairs
Perform timely follow up with customer
Personally, turn customers over to the service manager or other designated management representatives with complaints that cannot be satisfied at the ASM level
Answer incoming telephone calls promptly, courteously, and make every effort to satisfy the caller’s inquiry.
Strive to make sure that every customer is very satisfied with the level of service offered by the dealership. Maintain CSI ratings at or above the levels designated by management.
Ensure timely and accurate completion of repair orders and completed work
Schedule appointments, answer any questions customer may have regarding repairs or maintenance that are needed
Maintain manufacturer certification as required
Sell the proper repairs and/or services responsive to the customer’s perceived needs
Present a service menu of recommended maintenance services to every service customer
Make a genuine effort to sell the maintenance services due on every service customer’s vehicle according to eh “Active Customer Reception” process
Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guides
Give every customer an accurate estimate at the same time that the quick write sheet is initially written. Provide them with an estimate copy of the quick write sheet with a business card attached.
Obtain the customer’s written approval on all quick write sheets at the time of write-up or on the repair order when closing the repair order for additional add-on sales
Obtain properly documented telephone approval for all add-on sales when the customers are not at the dealership
Meet or exceed sales objectives set by management (see below)
Determine responsibility for payment of requested repairs and/or services. If the customer is requesting warranty or service contract coverage; verify component eligibility, provide proper documentation, and obtain authorization
Write repair orders that are legible, complete, accurate, and properly documented. Provide clear explanations for the condition, cause, and remedy regardless of the repair type. Obtain the customer’s signature (authorization) on every repair order
Separate and distribute repair order copies according to department policy
Properly document all repair order changes. Obtain management authorization for any voided repair orders
Carefully inspect every finished repair order for proper completion of the requested repairs and/or services, technician explanation, pricing accuracy, and legibility
Verify the flat rate hours for each operation and make sure that the technician’s time flag corresponds with the work performed
Maintain a service appointment log and a service production schedule (route sheet) on a thorough, accurate and continuous basis
Maintain a record of all carryover vehicles. Note the reason for the carryover and the estimated time of completion on the daily service production schedule
Maintain a special-order parts tracking file and monitor the daily status. Contact customers as soon as their special-order parts arrive and schedule an appointment to have them installed
Perform other specific administrative functions as directed by service management
Maintain assigned work station in an organized and clean manner. Assist management in keeping the service reception area clean, neat, and orderly at all times
Assist the group leader in co-managing the group. Conduct group meeting as necessary to make sure all group members comply with the established policies and procedures
Give management continual feedback concerning the performance of each group member. Provide the service manager with constructive feedback for annual employee performance appraisals.
Provide additional vehicle problem/complaint information to the technical staff as needed
Maintain communication with the group leader and technicians regarding job status changes
Remain continuously posted on the group’s work load to determine the kind of work the group can accommodate
Inform the sales manager of potential new or used vehicle sale customers
Confirm service appointments by telephone the day before the customer’s scheduled arrival. Prepull the customer’s service history file when necessary (e.g. comeback, questionable maintenance history, etc.)
Contact all service customers when their vehicle’s work is finished and review the completed repair order and total charges
Advise all warranty customers that they may be receiving a service survey from the Dealership/Manufacturer. Review a copy of the survey with the customer and advise them of the survey’s intent. Ask the customer to check the “highest level” boxes and deal with any concerns they may have
Inform management of any situation or event that could interfere with established objectives, standards, or company policies.
Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers.