Service Advisor

Description

Reports To: Service Manager

Summary: Determines needed service and/or repair work by thoroughly questioning the customer about the

vehicles performance. Gives customer an estimate of cost and time to complete repairs. Sells any other repairs

that the technician sees after inspecting the vehicle.

Essential Duties and Responsibilities

1. Greets external and internal customers in a timely, professional, smiling and friendly manner. Listens actively, providing accurate information and advise.
2. Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
3. Writes up customers vehicle problems accurately and clearly on repair orders.
4. Test drives the vehicle with customer as needed to confirm the problem or refers to test technician.
5. Refers to service history, inspects vehicle and recommends additional needed service.
6. Advise customers on the care of their vehicle and the value of maintaining their vehicles in accordance with manufactures specifications.
7. Provides a complete and accurate cost estimate using the Service Price Guide for labor and parts. No hand written estimates.
8. Establishes promise time.
9. Obtains customers signature on repair order; provides customer with a copy.
10. Establishes customers method of payment. Obtains credit approval, if necessary.
11. Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
12. Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Verify the technicians flagged time is correct and accurate. Closes repair order as appropriate.
13. Explains completed work and all charges to customers.
14. Implements a quality control process to eliminate comebacks.
15. Maintains high customer satisfaction standards.
16. Handles telephone inquiries regarding appointments and work in process.
17. Inspects all vehicles for bodywork, informs customer if work is needed and provides an estimate for bodywork.
18. checks on special order parts and contacts customer when parts are available.
19. Prioritizes and performs multiple tasks simultaneously in order to meet and exceed deadlines and expectations.
20. Submits all needed documents to the extended warranty companies for payment.
21. Communicates clearly both verbally and non-verbally. Submits concise, complete and clear legible records for both dealership and customer use.
22. Maintains assigned work area, break room, and dressing room in an organized and clean manner.
23. Exhibiting pride in the work area and dealership.
24. Maintains personal cleanliness, grooming and uniform standards according to dealership guidelines.
25. Arrives at work, takes breaks, and departs work at scheduled times. Accrues overtime only with management authorization.
26. Displays high standard of ethical conduct. Refrains from unethical, dishonest and theft related behavior.
27. Exhibits integrity, adhering to all company policies, including our commitment to ZERO TOLERANCE of discrimination and work place violence.
28. Aligns behavior with the needs, priorities and goals of the organization. Fosters commitment, pride, trust and team spirit.
29. Utilizes supplies and materials in a practical, economical manner. Handles all toxic chemicals and hazardous waste according to the dealerships current policies and procedures.
30. Reports to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees or customers.
31. Communicates everyday, with direct supervisor if it is necessary to be late or absent.
32. Other job duties as required.

Supervisory responsibilities

This job has no supervisory responsibilities.

Larson Automotive Benefits:

Larson Automotive Group offers a comprehensive group medical insurance plan to all hired full-time applicants that start the first of the month following the completion of continuous 60 of employment. We offer 4 plans to help employees access the best plan that fits their budget and needs. One plan is zero cost to the employee.? We also have a company paid Life ($10,000) and AD&D plan ($40,000.00) that is for all benefit eligible employees.? Employee must maintain no less than 32 hours per week to be considered ‘full-time’ for benefits. ?

In addition to medical insurance, Larson Automotive Group also offers vision, dental and various other ancillary coverages such as additional Life, AD&D, LTD, STD, Accident, Hospital, and Pet insurance to name a few.

Larson Automotive Group also provides an Employee Assistance Program. This is a specialized referral program available to employees to assist in various personal situations. This includes counseling for substance abuse, financial difficulties, mental illness, family issues and more. These are all provided to the employee free of charge and confidential with a third party. ?

Larson Automotive Group also helps plan for your future with our retirement plan available to all employees over the age of 21. The 401k plan starts after the completion of 2 months of employment, the employee will be automatically enrolled into the program starting at a 3% deduction and this will increase 1% per year for the first 3 years. The company does match 50% of the first 4% contributed by the employee. ? Employees on a budget or who want to know exactly what will be coming out of their check can also opt to have a flat dollar amount withheld from their check. We also offer a ROTH plan option as well. Employees can opt out of the plans at any time.

We offer a KOFE (knowledge of Financial Education) plan free of charge to the employee to help provide the employees with the tools needed for financial wellness.

Hourly and Salary employees will receive 6 paid holidays each year.

We offer a competitive PTO (Paid Time Off) program; employees begin to accrue hours from day one worked (eligible to use after 90 days of employment). PTO is accrued for the first 2 years at 1 hour for every 40 hours worked at 3 to 10 years 1.53 hours of PTO for every 40 hours worked and at 10 years 2.30 hours of PTO for every 40 hours worked.

We offer a vehicle purchasing programs for all the vehicle brands we offer.? All you need to do is contact the GM of that dealership to see what options they currently have available.

Requirements

Knowledge, skills and abilities

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements

listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made

to enable individual with disabilities to perform the essential functions.

**Must have and maintain a current valid drivers license.

Educations and/or Experience

One year certificate from college or technical school; or three to six months related experience and/or training; or

equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure

manuals. Has the ability to write routine reports and correspondence. Has the ability to speak effectively before customers

or employees of organization.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

Has the ability to compute rate, ratio, and percent.

Reasoning Ability

Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations.

Responsibilities & Qualifications

• Responsibilities:
• Work alongside dealership peers to create an exceptional experience to drive customer loyalty and retention.
• Oversee the flow of the service drive to ensure that customers receive prompt, courteous, and effective service.
• Relay Express Technician vehicle recommendations to customers.
• Take ownership of the experience by carrying out additional assignments that allow the dealership to leave a
• positive impression on the customer.
• Make sure that customer complaints, inconveniences, and misunderstandings are dealt with fairly,
• compassionately, and efficiently.
• Ensure that the daily inventory of technician’s time is consistently sold to service customers.

Qualifications:

• Customer Service experience.
• Automotive dealership experience preferred, not necessary.
• Ability to work under pressure and handle busy workload in sometimes stressful conditions.
• Friendly, courteous and “team player” attitude.
• Self-motivated, know how to work independently as well as part of a team.
• Ability to take direction well