What are the responsibilities and job description for the Automotive Service Advisor/Writer position at Prime Auto USA?
Pay range will be dependent on experience. We will pay extremely competitively for the right candidate.
The Company: Prime Auto USA is an independent used car dealership located in Jackson, TN with a full sales team, finance team, client success team and service team with a total of just under 50 employees and selling just under 100 cars per month. We provide automotive reconditioning to cars that are being prepared to sell including an initial cosmetic intake process and subsequent 80 point inspection followed by on-going repairs with our VSC-Vehicle Service Contract and customer pay work. The Service Advisor is our main point of contact between our customers and internal departments to provide education and options to customers for their car repair needs. Google Prime Auto USA Youtube to see videos that will explain more about our company.
Duties: The Service Advisor is responsible for the relationship with on-going customers for their service needs. Our goal is to provide a mutually respectful and educational experience with each of our customers.
The Service Advisor is responsible to receive customers via walk ins, phone calls, emails and messages through our CRM. He or she will identify the mechanical issues sufficient to present to the mechanic, schedule appointments timely and ensure proper repairs are completed. In addition, they will collect on the amount due for those repairs up front or help customers apply for outside financing. All communication with all stake holders must be professional, accurate and timely.
The following are common responsibilities:
- How to use Paychex to clock in and clock out.
- How to set up and check voicemail within an hour of receiving a voicemail.
- How to transfer phone calls to different departments.
- How to answer the phone, speak properly with customers, set an appointment, update the appointment schedule and update our system of record.
- How to recommend services that their vehicle requires.
- How to open and navigate our systems of record including the following: review and make notes, verify and update account information and take different types of payments.
- How to change the status of a car from frontline to loaner and from loaner to rework.
- How to get approval for financing options.
- How to login/open, navigate, receive, complete and properly report work in our systems.
- How to follow up with the parts team and escalate to the service manager if things are taking too long.
- How to verify the GPS is working and ping a GPS to confirm use and update those details in our systems.
- How to find, review and explain the 80-point diagnostic inspection to the standards required by Prime Auto USA.
- How to properly verify work items are properly completed, rejected, approved or otherwise worked to completion in our systems.
- How to review daily and weekly productivity reports showing book time completed versus hours worked and validate accuracy for the Customer Team.
- How to keep a clean and orderly workspace to avoid accidents.
- How navigate, review, follow up on, notate and otherwise maintain all aspects of the systems on the Customer Service.
- Learn the requirements for safety standards and ensure you and all those around you adhere to those standards independently.
- Learn and understand how long jobs will take in order to proper set expectations with the customer and to hold the service shop accountable to the schedule.
- How to maintain records of daily, weekly and monthly goals and report the same to their manager.
- How to communicate respectfully to all stake holders to accomplish your job.
Expected Results:
- Timely and friendly customer service with a mutual respect requiring the customer to meet their obligations and meeting our obligations.
- Accurate, timely and complete customer records in all company systems.
- Prompt collection of services rendered.
- A clean and organized workspace that is inviting to our customers.
- Daily respectful and open communication with the service staff that results in desired customer outcomes.
Success includes and is not limited to some of the following:
- A positive can-do attitude at all times.
- Working diligently utilizing all technology, tools and resources in the smartest way to possible to minimize work.
- Show up on time ready to work and with a focused work ethic while on the clock.
- Willingness to go above and beyond to help when needed.
- Demonstration of wanting to make personal improvements to further your knowledge base and career.
Minimum Requirements for Employment:
- Reasonable abilities utilizing technology the company utilizes.
- High School Diploma or GED.
- College Degree or some college experience is a plus
- ASE Certifications are a BIG plus
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Expected hours: No less than 40 per week
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Shift:
- 10 hour shift
- 8 hour shift
- Day shift
Work Days:
- Monday to Friday
- Weekends as needed
Experience:
- Service writing: 1 year (Required)
Language:
- Spanish (Preferred)
License/Certification:
- Driver's License (Required)
Work Location: In person
Salary : $18 - $22