Automotive Service Advisor

Job Brief:

The Service Advisor meets, greets and develops relationships with customers needing service on their vehicles. The Service Advisor listens to customer’s concerns and needs, and sells requested and needed maintenance and repair services to customers. The Service Advisor also ensures that vehicle service is performed in a timely, thorough and effective manner, keeping the customer informed throughout the repair process. The Service Advisor will demonstrate effective organizational, interpersonal and communication skills to build rapport with customers, peers, and supervisors. The Service Advisor will display a positive attitude while performing the job described herein.

Automotive Service Advisor Essential Functions:

• Build strong customer relationships by scheduling service appointments; receiving and greeting customers on the service drive; and maintaining responsive and effective customer communications during and after service and repair process to ensure high level of customer satisfaction.
• Listen to customer concerns and complaints in a courteous and professional manner, and write/open Repair Order (“RO”) detailing service and repair work so that Service Technicians can clearly understand the problems to address.
• Inspect customer vehicles on the service drive and advise customers of needed services and repairs not included in customer concerns and complaints. Sell requested service/repairs and any additional advised or needed service and repair work to customers after Service Technician reports those needs to the advisor.
• When appropriate, prepare loaner cars for customer use. Make sure loaner cars are cleaned, fueled and serviced so they are readily available when needed. Maintain proper loaner car logs and records including check-out as customer leaves the dealership and check-in when customer returns.
• Manage shop loading, monitor progress of ROs, and coordinate with the Service Technicians throughout the day to make sure all concerns are addressed in an effective and timely manner and keep customers informed as to status of their vehicles.
• Work with Warranty Administrator to check vehicle warranties, maintenance programs, tire programs, etc. as necessary for work authorization and ensure proper submission of necessary information and paperwork for reimbursement.
• Upon completion of service and repairs and before customers arrive for delivery, perform quality control checks by:
• Reviewing RO to ensure that all paperwork is accurate and all ordered services have been performed as requested; and
• Ensuring that all customers’ vehicles have been cleaned and are ready for delivery.
• On delivery, escort customers to cashier, review with customers the services and repairs that were completed, restate charges owed by customers, and address any customer concerns that would prevent customers from being completely satisfied.
• After delivery, contact customers to follow-up with them to thank them for their business, ensure their satisfaction with the service experience, and answer any questions they might have.
• Understand and comply with the requirements of securing and safeguarding customers’ personal information.

Automotive Service Advisor General Responsibilities:

The successful employee must:

• Demonstrate professional behavior in all interactions with customers, co-workers, suppliers and vendors.
• Adhere to all Company policies, procedures and safety standards.
• Accept other duties and responsibilities as requested by management.
• Complete all training and achieve passing grades on all tests and assessments, including but not limited to training from the website and/or any other source, in a timely manner (generally within 30 days of assignment) as and when assigned or requested by management.

Automotive Service Advisor Requirements:

• Basic reading, writing and math skills.
• Good interpersonal communications skills both in person and on the telephone.
• Complete manufacturer’s training on customer service and service advisory skills. Training may be obtained on the job.
• One (1) year of previous experience as service advisor or in similar role.

Automotive Service Advisor Benefits:

• Paid vacation

• 401K Retirement plan
• Medical Insurance
• Paid Holiday's

Paid Training:

• Yes

Work Remotely

• No

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• People-oriented -- enjoys interacting with people and working on group projects
• Detail-oriented -- would rather focus on the details of work than the bigger picture
• Autonomous/Independent -- enjoys working with little direction

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Work Days:

• Monday to Friday
• Rotating weekends

Experience:

• Advisor: 3 years (Preferred)

License/Certification:

• NM (Required)

Ability to Relocate:

• Albuquerque, NM 87113: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000 - $80,000