Service Advisor

Affinity Truck Center•Bakersfield, CA

4d•$26 - $30

About The Position

Affinity Truck Center is an established provider of new and used truck sales, parts and service, leasing and rental, and financing. The Service Advisor greets customers, listens to their descriptions of problems or requested service, identifies the service needed, and prepares repair orders. The role coordinates customer communication and repair work from initial inquiry through completion, including estimates, authorizations, scheduling, progress updates, payment arrangements, and explanation of charges. The position supports customer satisfaction and service quality by maintaining accurate service documentation, following quality-control processes, coordinating with the dispatcher and other staff, and helping safeguard customer vehicles and property. The schedule varies according to business and customer needs and may require out-of-state travel for meetings, training, or conventions. Travel expenses are reimbursed under the company’s travel policy.

Requirements

Associate’s degree or equivalent from a two-year college or technical school.
Two to four years of related experience and/or training, or an equivalent combination of education and experience.
Valid driver’s license and ability to be insured by Affinity.
Ability to learn tasks and skills effectively, including negotiation and de-escalation skills.
Ability to take direction, follow and remember processes and procedures, maintain focus, and complete tasks independently.
Effective professional communication with visitors, customers, and colleagues; ability to assist customers in a friendly and respectful manner.
Ability to multitask, prioritize, work alone or in groups, problem-solve, analyze and resolve issues, and exercise discretion and confidentiality.
Ability to make ethical decisions, follow company guidelines and procedures, and accept constructive criticism.
Ability to maintain focus over extended periods while driving and make quick decisions in response to changing traffic conditions or emergencies.
At least 20/40 visual acuity in each eye, with or without correction.
Ability to perceive a forced whisper at five feet or less, with or without hearing aids.
Ability to enter and exit vehicles safely and efficiently, and to climb into and out of trucks using steps or ladders.
Dexterity to operate vehicle controls such as steering wheels, pedals, and gear shifts.
Ability to frequently lift and carry items weighing up to 20 pounds.
Ability to frequently bend, twist, stoop, and reach; regularly walk and move around the work area; frequently use hands and arms; and sit for work, meetings, or training.
Ability to remain stationary for a certain percentage of the workday, such as 50% or more.

Responsibilities

Ensure someone is always physically posted at the Service Counter and available to communicate with customers who call or walk in.
Greet customers politely and professionally.
Advise customers about routine maintenance and vehicle care in accordance with manufacturers’ specifications.
Help identify mechanical problems by questioning customers, visually inspecting vehicles, or conducting road tests.
Discuss inspection results with customers, recommend corrective procedures, and prepare work orders for needed repairs.
Prepare repair orders with time, cost, and labor estimates, and briefly describe customer concerns to help technicians locate problems.
Explain work performed and repair-order charges to customers, and handle customer complaints.
Schedule service appointments and obtain customer and vehicle information before arrival when possible.
Test-drive vehicles with customers as needed to confirm problems or refer them to a test technician.
Review service history, inspect vehicles, and recommend additional needed service.
Provide complete and accurate written estimates for labor and parts, establish promised times, and check with the dispatcher when necessary.
Ensure requested work is authorized by the payer or appointed representative before it begins; obtain the customer’s signature and provide a copy of the repair order.
Establish the customer’s payment method and obtain credit approval when necessary.
Notify the dispatcher of incoming work and monitor repair progress throughout the day.
Contact customers about changes to estimates or promised times, explain cost and time requirements, and obtain authorization before additional repairs are performed.
Implement and maintain a service marketing program and a quality-control process to eliminate comebacks.
Review repair orders to confirm work completion and documentation of additional work and authorization, and close orders as appropriate.
Ensure vehicles are parked in assigned areas, locked, and that keys are properly marked and stored.
Keep service department forms, menus, and pricing guides up to date.
Maintain high customer-satisfaction standards and handle telephone inquiries about appointments and work in process.
Check voicemails throughout the day and return calls within 24 hours.
Inspect vehicles for body work, inform customers when work is needed, and provide estimates.
Help ensure the security of clients’ vehicles and property by following post-specific protocols.
Maintain a professional appearance and keep the work area clean.
Perform other duties as assigned.