What are the responsibilities and job description for the Express Service Advisor position at Jeep, Chrysler, Dodge of Ontario?
Overview
The Express Service Advisor is the center of communication for service/repair activities and the liaison between customers and the technicians. Serving as the primary point-of-contact for express repair matters, the Express Service Advisor must listen and thoroughly understand customer problems, arrange for appropriate service/repairs, and set/manage expectations on the part of the customers and the technicians in terms of service delivery. He or she makes sure the customer knows what repairs are needed and what repairs and maintenance are recommended. No one wants to have to bring their car in, but our Express Advisors ensure the customer is satisfied that the vehicle will be repaired right the first time and in the shortest time possible.
The work schedule for this position is listed below and is subject to change if necessary.
Monday through Friday 9 am to 6 pm
Saturday 8 am to 4 pm
The ideal candidate has a high school diploma or GED, some post-secondary automotive training or experience, at least one year of dealer-level or large facility experience, an unrestricted driver's license and a clean driving record, and a strong technical and customer service performance record. ASE certification a plus. He or she must be able to work productively in a fast-paced team environment and must have a positive attitude, professional appearance, great communication skills, and the ability to deliver world class customer service.
In addition to competitive pay, we offer our employees: Health, Dental, Vision, Life, 401K, Health & Wellness Program, community involvement and company paid vacation and holidays.
Responsibilities
- Maintain an Excellent CSI (Customer Satisfaction Index) - a Must!!
- Assist customers with their express service needs they have for their vehicle.
- Schedules service for customers either in person or on the phone to ensure a prompt and accurate diagnosis of any problems.
- Makes repair recommendations and manages delivery of repairs by setting and managing customer expectations.
- Ensures that required documentation is complete and is in compliance with regulations and standards.
- Continually learn about product updates, features, accessories to better assist customer needs.
- Establish personal goals that are consistent with the dealerships standards of productivity and devise a strategy to meet those goals.
- Demonstrate behaviors consistent with the Company's Values in all interactions with customers, coworkers, and vendors.
- Patience and high energy personality, computer literate management.
- Performs other duties as assigned.
Qualifications
- 1-2 years' experience preferred but not necessary (Auto Dealership Preferred).
- Broad scope of automotive mechanical/electrical knowledge.
- Pleasant/friendly demeanor and an outgoing personality.
- Excellent communication, customer service, and problem-solving skills, including the ability to maintain composure under stress.
- Excellent interpersonal skills to interact professionally with customers, vendors, and staff.
- Unrestricted California Driver's License and clean driving record.
- Able to drive both automatic and standard-transmission vehicles.
- Basic computer and internet skills.
- Product knowledge a PLUS!
- Willingness to learn.
- Ability to multi-task and follow tasks as assigned.
- Professional appearance and work ethic.
- Self-Starter and Self-Motivator.
- Ability to work well in a process driven environment.
- Bilingual a PLUS!
