Service Advisor

The O'Brien Automotive Team is seeking a personable service advisor to act as the liaison between our customers and service technicians. The service advisor's responsibilities include greeting customers, listening to requests, scheduling appointments, estimating costs and verifying warranties. The service advisor will ensure excellent customer service by working with customers to determine their vehicle issues and problems, determining the repair timeline, and working with technicians to convey the customers' concerns with accurate repair description. Superior customer service is a must for this position.

Essential Duties and Responsibilities: A Service Advisor is a liaison between the customer and the service technicians.

• Setting, confirming and preparing for appointments with customers to expedite their service experience.
• Greeting customers in a timely and friendly manner.
• Determining vehicle needs based on customer information and a vehicle walk-around.
• Using a consultative selling process to assist customers in planning for on-going required maintenance of their vehicle.
• Producing repair orders for customers with full transparency including cost and time estimates.
• Communicating frequently with Technicians and Parts Associates to ensure timely completion of work.
• Follow-up with customers on the status of their vehicle, based on how the Customer wants to be informed.
• Creating a great vehicle delivery experience for the Customer.
• Following up with Customers to ensure satisfaction.
• Setting and achieving targeted sales goals, specifically focusing on meeting industry performance standards for hours/RO.
• Gaining superior product knowledge to effectively help Customers with service maintenance requirements and warranty information
• Providing an exceptional customer experience
• Is respectful and professional in appearance, language, grooming, and business relationships.
• Excellent work ethic and willingness to perform various duties as assigned.
• Maintain compliance with all company policies and procedures.

Education and/or Work Experience Requirements:

• Valid Illinois Driver’s License.
• Excellent, spotless driving record (no speeding tickets, DUI convictions, moving violations, etc.).
• Excellent verbal communication skills, including ability to effectively communicate with internal and external customers
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
• High school diploma or GED required; Vocational training or completion of an apprenticeship program is a plus.
Prior experience in customer service is also helpful as is knowledge or prior experience in the automotive service industry.

Environmental and Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Sitting, standing, talking, walking, hearing/listening, bending, stooping, reaching, repetitive hand motion (typing) are all physical requirements of the job.
• Ability to work in all weather conditions, be subject to frequent exposure to extreme cold and extreme heat while performing the job.
• Must be able to lift and carry up to 50 lbs.