Service Advisor

Ocean Honda of Brockton•Brockton, MA

22d

About The Position

The Service Advisor is the center of communication for service and repair activities and the liaison between customers and technicians. As the primary point of contact for automotive service and repair matters, the Service Advisor listens to and understands customer concerns, arranges appropriate service and repairs, and manages expectations about service delivery. The advisor explains needed repairs and recommended maintenance to customers. The ideal candidate has a high school diploma or GED, may have post-secondary automotive training or experience, and has a strong technical and customer service record. The role requires working productively in a fast-paced team environment while maintaining a positive attitude, professional appearance, strong communication skills, and a commitment to excellent customer service. Additional duties may be required as part of the role.

Requirements

High school diploma or GED.
One year of dealer-level or large-facility experience is preferred.
Valid, unrestricted driver's license and clean driving record.
Professional and dependable.
Safety- and customer-service-oriented.
Basic computer and internet skills.
Outstanding communication skills.
Professional appearance and work ethic.
Ability to read and comprehend instructions.
Ability to bend, kneel, squat, stand, and lift heavy objects as needed.

Nice To Haves

Post-secondary automotive training or experience.

Responsibilities

Schedule customer service appointments in person or by phone to support prompt and accurate diagnosis of problems.
Follow up on repair status to ensure vehicles are ready when promised; notify customers in advance if a vehicle cannot be ready on time and obtain authorization for revised estimates.
Make repair recommendations and manage repair delivery by setting and managing customer expectations.
Ensure completed repairs have passed quality control and/or a road test.
Maintain current knowledge of vehicle operation, warranties, campaigns, and service information, including state lemon laws and Technical Service Bulletins (TSBs).
Ensure service-level targets are met or exceeded.
Ensure required documentation is complete and complies with regulations and standards.
Comply with and enforce safety policies and procedures.
Attend required staff meetings, training, and educational classes.
Perform other duties as assigned.