Service Advisor

Hendrick Automotive Group•Franklin, TN

16d•Onsite

About The Position

The Service Advisor is responsible for identifying, documenting, and selling service, maintenance, and repair work for customers, as well as scheduling services. The role works with customers and technicians to identify required maintenance, advises customers on necessary and recommended services, prepares and explains estimates, and schedules appointments. The position has no direct supervisory responsibilities. Duties are generally performed in the service area and may include road tests of customer vehicles, vehicle inspections, and frequent movement around the Service Department to convey information between customers and technicians. The role regularly interacts with customers, the service manager, technicians, and employees from other dealership departments. The employee may be exposed to noise, vibration, exhaust fumes, and other service-repair conditions. Regular and predictable attendance is required; scheduled shifts may include evenings, weekends, and holidays.

Requirements

High school diploma.
Automotive field of study or work experience.
Three to five years of desired work experience.
Previous experience in automotive or customer service industries.
Working knowledge of vehicle mechanical operations.
Excellent interpersonal, customer service, and organizational skills.
Valid driver’s license.
Intermediate skills in Microsoft Office products.
Ability and knowledge to use the Dealership Management System and other web-based applications used for operations.
Ability to understand and follow instructions and communicate effectively with customers and company personnel.
Ability to read and comprehend instructions, correspondence, and memos, and to present information effectively in one-on-one and small-group situations.
Ability to add, subtract, multiply, and divide.
Ability to use common-sense understanding to carry out instructions and deal with standardized situations.
Ability to meet regular and predictable attendance expectations; scheduled shifts may include evenings, weekends, and holidays.
Ability to perform the stated physical duties, including talking or hearing regularly and standing, walking, and sitting frequently.

Responsibilities

Work with customers and technicians to identify required maintenance.
Advise customers on necessary and recommended services.
Offer additional services and repairs to customers.
Calculate replacement-parts and labor costs to restore vehicles to the conditions specified by customers.
Estimate the cost of mechanical, electrical, and other repairs.
Enter itemized estimates on service orders and explain them to customers.
Schedule customer appointments.
Meet dealership standards for repair and order production.
Maintain customer satisfaction index (CSI) at or above company standards.
Maintain an organized, clean, and safe work area.
Participate in required training.
Accurately record all hours worked in the company timekeeping system.
Follow Safeguards rules and regulations and company policies and procedures.
Demonstrate the company’s Core Values.
Observe applicable federal, state, local, and company safety rules and regulations.
Perform other duties as assigned.

Benefits

Employer-paid medical and prescription coverage with no premium cost to the employee.
Dental, vision, short- and long-term disability, and supplemental voluntary life insurance coverage options.
$20,000 basic life insurance at no cost.
401(k) with employer match of 100% of contributions up to $2,000 annually.
Flexible Spending Accounts for medical and dependent care expenses.
Paid vacation that increases with tenure.
Paid sick time up to 40 hours per year.
Personal Observance Day: eight hours off for a day of cultural, religious, or personal significance.
Employee Assistance Program at no cost, available to the employee’s household.
Unlimited financial wellness coaching through Your Money Line at no cost.
Vehicle, parts, and service discounts.