Service Advisor

We are a very busy automotive repair shop that has been in business for over 20 years! We provide an upscale repair service as an alternative to the dealership, along with a robust warranty program.

The Service Advisor is the primary point of contact for customers bringing their vehicles in for repair and / or maintenance. The Service Advisor is responsible for greeting customers, addressing their vehicle issues, explaining necessary repairs and costs, communicating with technicians and ensuring timely service and delivery while maintaining customer satisfaction.

Job Responsibilities and Duties :

• Customer Check-In Information :
• Gather essential details at check-in, including VIN, mileage, build date, and customer concerns. This information is critical for technicians to perform their jobs effectively.
• Vehicle Walkaround :
• Conduct a thorough walkaround of the customer’s vehicle during check-in. Take pictures and notes to document its condition.
• Repair Notes :
• Ensure that all technician recommendations are justified with detailed notes. If a recommendation lacks proper documentation, return it to the technician for clarification before it can be sold to the customer.
• Customer Service :
• Provide prompt, courteous, and effective customer service. Keep customers updated on the repair process and completion times, ensuring all concerns are addressed.
• Explaining and Selling Repairs :
• Sell recommended repairs and maintenance based on the company’s profit matrix while maintaining required metrics such as average repair order, close-ratio, gross profit, gross profit per hour, and effective labor rate. Clearly explain to customers the importance of the recommended repairs. Educate customers on the repairs needed and build value in the services offered.
• Communication and Collaboration :
• Maintain effective communication with the Store Manager, Shop Foreman, Technicians, and Parts Manager to ensure completion times are met and maintain productive workflows. Collaborate with Quality Control Technicians to ensure each vehicle is quality-checked before release. Quality control must be marked complete by the person who performed the check before notifying the customer that their vehicle is ready.
• Managing Customer Expectations :
• Consider key factors that influence promise dates, such as parts availability, current workload, future scheduled commitments, prior promised work, available labor hours, time required for quality control checks, and the possibility of additional repairs. Collaborate with technicians to develop estimated completion times and communicate these timelines to customers. Regularly adjust and update expectations to provide customers with accurate information and minimize misunderstandings.
• Updating Customers :
• Regularly update customers throughout the repair process, including providing a "no update" update. This ensures transparency and keeps customers informed, even when there is no new information to report.
• Show and Sells :
• For customers with waiting appointments, escort them to the shop and introduce them to the technician. Present findings and quotes within 15 minutes of the vehicle being pulled in. If the customer is not waiting but has questions, invite them to inspect their vehicle with an advisor and technician at their convenience.
• Repair Orders, Quotes, and Invoicing :
• Create and manage repair orders upon customer check-in, accurately quote repairs, and provide invoices upon vehicle pickup.
• Extended Warranty Coordination :
• Assist customers with extended warranties by initiating claims and informing them about coverage, deductibles, and necessary documentation for payment upon completion.
• Board Management :
• Regularly update the status board for all clients. Move magnets as the process progresses and ensure the RO status is updated in Tekmetric.

Expectations :

Minimum Qualifications :

Benefit Package :

Compensation consists of a base hourly rate in addition to a commission percentage based on individual performance.

We are proud to be an Equal Opportunity Employer and welcome everyone to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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