Service Advisor

Hendrick Automotive Group•Charlotte, NC

6d•Onsite

About The Position

The Service Advisor is responsible for selling, identifying, and documenting service, maintenance, and repair services for customers. This role also involves scheduling service appointments to be performed. The position requires advising customers on necessary and recommended services, offering additional services and repairs, and computing the cost of parts and labor. The Service Advisor must meet dealership standards for repair and order production, maintain high Customer Satisfaction Index (CSI) scores, and ensure an organized, clean, and safe work area. The role also includes participating in required training, accurately recording work hours, following safety regulations, demonstrating company core values, and complying with company policies and procedures.

Requirements

GED or High School Diploma
Automotive field of study/work experience
3-5 years of desired work experience
Previous experience in automotive or customer service industries.
Working knowledge of the mechanical operations of vehicles.
Excellent interpersonal, customer service, and organizational skills.
Valid Driver’s License
Intermediate skills in Microsoft Office products.
Ability and knowledge of the Dealership Management System and other web based applications utilized for operations.
Ability to understand and follow instructions.
Ability to communicate effectively with customers and company personnel.
Regular and predictable attendance.
Ability to add, subtract, multiply and divide.
Ability to apply common sense understanding to carry out instructions.
Ability to deal with standardized situations.
Servant Leadership: Consciously put the needs of others before their own.
Teamwork through Trust & Respect: Value diversity and work collaboratively.
Integrity: Be honest and transparent.
Commitment to Customer Enthusiasm: Exceed customer expectations.
Passion for Winning: Strive to be the best.
Accountability at All Levels: Take ownership of actions and decisions.
Commitment to Continuous Improvement: Seek opportunities for improvement.

Nice To Haves

Previous experience in automotive or customer service industries.
Working knowledge of the mechanical operations of vehicles.
Excellent interpersonal, customer service, and organizational skills.
Intermediate skills in Microsoft Office products.
Ability and knowledge of the Dealership Management System and other web based applications utilized for operations.
Ability to understand and follow instructions.
Ability to communicate effectively with customers and company personnel.
Ability to read and comprehend instructions, correspondence, and memos.
Ability to effectively present information in one-on-one and small group situations to customers and other employees.

Responsibilities

Works with customer and technician to identify required maintenance.
Advises customers on necessary and recommended services.
Offers additional services and repairs to customers.
Computes cost of replacement parts and labor to restore vehicle to condition specified by customer.
Estimates cost of mechanical, electrical, or other repairs.
Enters itemized estimate on service order and explains estimate to customer.
Schedules appointments with customer.
Meets dealership’s standards for repair and order production.
Maintains CSI at or above Company standards
Maintains an organized, clean and safe work area
Participates in required training
Records all hours worked accurately in company timekeeping system
Follows Safeguards rules and regulations.
Demonstrates the Company’s Core Values
Complies with Company policies and procedures
Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
Conducting road tests on customer vehicles.
Inspection of customer vehicles and frequent movement around the Service Department to convey information between customers and service technicians.
Frequently interacts with customers, service manager and service technicians, and employees from various departments in the dealerships.