Service Advisor

Hendrick Automotive Group•Wilmington, DE

1d•Onsite

About The Position

The Service Advisor is responsible for selling, identifying, and documenting service, maintenance, and repair services for customers, as well as scheduling the service to be performed. This role has no direct supervisory responsibilities. Key duties include working with customers and technicians to identify required maintenance, advising on necessary and recommended services, and offering additional repairs. The advisor computes and estimates the cost of parts and labor, explains these estimates to customers, and schedules appointments. They are expected to meet dealership standards for repair and order production, maintain customer satisfaction (CSI) at or above company standards, and keep a clean, organized, and safe work area. The position requires participation in training, accurate recording of hours, adherence to Safeguards rules and regulations, and compliance with company policies and safety rules. The individual must also demonstrate the Company's Core Values. Hendrick Automotive Group emphasizes that its people are its most important assets, fostering teamwork through trust and respect, and empowering teammates to be leaders. The company is defined by integrity, a commitment to customer enthusiasm, and a passion for winning, striving for continuous improvement and excellence in all operations.

Requirements

Ability to perform each essential duty satisfactorily
High School Diploma or GED
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 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
Ability to add, subtract, multiply and divide
Ability to apply common sense understanding to carry out instructions
Ability to deal with standardized situations
Demonstrate Servant Leadership
Demonstrate Teamwork through Trust & Respect
Demonstrate Integrity
Demonstrate Commitment to Customer Enthusiasm
Demonstrate Passion for Winning
Demonstrate Accountability at All Levels
Demonstrate Commitment to Continuous Improvement

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
Other duties as assigned
Conducting road tests on customer vehicles
Inspection of customer vehicles
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