Service Advisor- Hoehn Jaguar Land Rover Carlsbad

Jaguar Land Rover Carlsbad is looking to expand our Service Department team. We are proud to have some of the best Customer Service Experience scores in the area.  We have been growing at a rapid pace and it is time to bring in a new face to help us keep this momentum going. As a member of our team you will have an opportunity to be part of the next chapter in our success.  We are looking for a person that is customer oriented, friendly, helpful, has good communication skills, is excited to be around cars and finds Jaguars and Land Rovers to be the elite vehicles in the market.

Summary of the Job:

Greets customers, listens to their description of the problems or service needed, determines the type of service required, and prepares repair orders. If a vehicle requires additional repairs not covered in the original order, the advisor procures an estimate for the additional cost and contacts the customer for permission to do the work. A service advisor also answers customer questions, provides customers with regular status updates, provides recommendations for vehicle care and repairs, and clearly explains the work performed to the customer.

ESSENTIAL DUTIES 

Essential Duties include the following. Other duties may be assigned.

• Helps identify customer’s concerns by asking the customer questions, doing a visual inspection of the vehicle.
• Confers with customers about inspection results by technician, recommends corrective procedures, and prepares work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for the service.
• Writes a clear description of the customer's concern on the repair order to help the technician locate the problem.
• Completes repair orders in accordance with BAR and manufacturer standards.
• Explains the work performed and the repair order charges to the customer.
• Explains the results of Multipoint Inspections.
• Maintains knowledge of manufacturer’s new car warranty, certified pre-owned program, and all products and service contracts sold by the Sales Department.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Establishes customer's method of payment. Receives cash, checks, and credit card payments from customers; records amount received.  Makes change and issues receipts to customers
• Handles customer complaints.
• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Test drives the vehicle with customers to confirm issues as needed.
• Advises customers on the care of their vehicles and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes a “promised time” and coordinates with technician performing work.
• Obtains customer's signature on repair order and any other required paperwork; provides customers with copies.
• 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.
• Reviews repair orders to ensure that work is completed and additional work and authorization is noted.
• Closes repair orders when appropriate.
• Uses the most up-to-date manufacturer and dealership information, procedures, and tools.
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for body work, informs customer if work is needed.
• Participates in dealership and manufacturer training programs, achieving the certification levels directed by management.
• Demonstrates vehicle functions to customer as needed.
• Maintains a professional appearance.
• Keeps work area clean.

Pay: $16.50/ hour plus commission

QUALIFICATIONS

A Service Advisor must be able to provide excellent customer service and vehicle advice to customers. The advisor must be able to manage the efficient progress of multiple open repair orders and provide regular updates to clients while maintaining proper documentation of customer concerns, shop diagnosis, and corrective measures taken. 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 individuals with disabilities to perform the essential functions.

TECHNOLOGICAL APTITUDE

• General computer, email, and word processing skills
• Ability to become quickly proficient in using the service-related functions in several software and web-based systems, such as the Dealership’s Management System, the Manufacturer’s online service portals, and the dealership’s shop efficiency system.
• Ability to absorb, retain, and demonstrate vehicle technology information
• Ability to become quickly proficient in using the basic features of the dealership’s telephone system (i.e. answering calls, transferring calls, putting calls on hold, etc.)

LANGUAGE & COMMUNICATION SKILLS

• Ability to communicate courteously, professionally, and effectively in person, through email, and over the telephone.
• Ability to respond effectively to sensitive inquiries or complaints from customers.
• Ability to write business correspondence
• Ability to read, analyze, and interpret documents such as
  • Repair Orders
  • technical procedure instructions
  • general business communications
  • safety rules
  • training material
  • CSI reports
  • Vehicle History reports
  • Warranty/Service Contract documentation
• Ability to tailor communication style to suit various customer preferences

CERTIFICATES, LICENSES, REGISTRATIONS

• Valid Driver’s License
• Must be insurable by Company Standards

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to calculate figures and amounts such as discounts, proportions, and percentages.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

 Why Hoehn Motors?

 For over 80 years and four generations, Hoehn Motors has been about more thing – world class. Today, Hoehn Motors proudly represents 11 world class brands in Carlsbad and Temecula.  The Hoehn Motors reputation in Southern California speaks for itself.  For 10 consecutive years, Hoehn Motors has been rated as the top automotive dealership group in the Ranch & Coast Reader’s Poll.  Hoehn Motors strives to offer an environment where employees can truly “flourish” in all areas of their lives.  The attractive brand mix, ideal geographic location and employee-first workplace culture make Hoehn Motors a very desirable place to build a long-term career.

Salary : $17