Automotive Experienced Service Advisor

LaFontaine Ford of Lansing • Lansing, MI

3d • Onsite

About The Position

The Service Advisor is responsible for scheduling service work in the service department and for selling additional services to customers. This role requires a customer-focused individual with strong communication and problem-solving skills, who can advise customers on vehicle maintenance and identify potential repair needs. The position involves managing repair orders, providing estimates, obtaining customer approval, and ensuring customer satisfaction.

Requirements

• Prior knowledge on Ford products.
• Prior Experience with Reynolds & Reynolds.
• Problem Solving
• Documentation and Repair Order Entry.
• Solid knowledge of computers and proficient in web navigation.
• Strong written and verbal communication skills.
• Customer focused.
• Ability to overcome objections.
• Positive Attitude
• Team Player
• Excellent communication skills.
• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• High School Diploma or GED.
• Experience in Fleet/ Commercial Accounts

Responsibilities

• Schedule service work in the service department.
• Sell additional services to customers.
• Maintain Customer Satisfaction Index (CSI) rating as set by service manager.
• Maintain the prescribed standard for “hours per customer repair order written.”
• Greet customers in a timely, friendly, and professional manner.
• Communicate with customers to determine the nature of their mechanical problem(s).
• Obtain accurate customer and vehicle data.
• Test-drive vehicle as necessary.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with the manufacturers’ specifications.
• Lift the hood of every vehicle and look underneath for potential additional repair needs.
• Clearly explain the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in.
• Ensure repair orders are legible.
• Notify dispatcher of incoming work.
• Provide estimates for labor and parts.
• Contact customer later for approval if the cost of service cannot be established during reception.
• Establish each customer’s method of payment.
• Obtain approval of credit, if necessary.
• Obtain customer’s signature on repair order; provide customer with a copy.
• Follow up progress of each repair order during the day.
• Contact customer by telephone regarding any changes in the estimate of time promised.
• Record changes on repair order in the approved manner.
• Handle telephone inquiries regarding work in process and appointments.
• Compare final invoice with original repair order.
• Analyze quality control report to ensure that work is completed as requested to reduce comebacks.
• Deliver vehicle to customer and answer any questions.
• Maintain follow up program on additional items found in need of repair.
• Establish and maintain good working relationships with customers to encourage repeat and referral business.
• Ensure that work areas and customer waiting areas are kept clean.

Benefits

• Competitive Compensation
• Employee Referral Program
• Employee Discounts on Sales and Service
• Benefits Package (Medical, Dental, Vision, Employer Paid Life/AD&D, Employee Assistance Program, Pet Insurance)
• Voluntary Benefits (Flexing Spending Account, Life/AD&D, Short-Term and Long-Term Disability, Critical Illness, Accident Insurance, Legal & Identity Theft Protection)
• 401(k) and Employer Match
• Holiday Savings Program with Employer Match
• Paid Time Off
• Holiday Pay

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED