Location
Thousand Oaks, CA | United States
Job description
Service Advisors act as a liaison between customers and technicians. This role is responsible for addressing customer concerns about their vehicles and advising on the best course of action. Service Advisors assist customers in determining problems with their vehicles while providing accurate repair descriptions to technicians.
REQUIREMENTS AND QUALIFICATIONS:
- High School Diploma or the equivalent
- Must have experience
- Maintain a valid California Driver’s license and must be insurable
- Minimum of three (3) years of experience in the automotive repair industry
- Preferred ADP/Tekion experience
- Knowledge of the occupational hazards and safety precautions
- Excellent verbal and written communication skills
- Ability to collaborate with several customers at a time
- Must be a team player with impeccable honesty and integrity; maintain a high level of professional personal appearance and conduct
DUTIES AND RESPONSIBILITIES:
- Promptly greet customers in a courteous manner, keep customers informed and engaged with services being rendered to their vehicles
- Communicate with customers to determine nature of their vehicle’s mechanical problem(s); listen to and help interpret customer's statements accurately
- Secure agreements from customers before repairs begin, schedule appointments and approximate time of completion
- Obtain customer and vehicle data and accurately identify in dealership’s CRM system and on Repair Order; secure method of payment; escort customers to cashier window
- Test-drive the vehicle with the customer if there is any question as to the nature of the problem
- Inspect all vehicles for bodywork, notify the customer that the work is needed and provide estimate for Body Shop work
- Advise customers on necessary care/maintenance for their vehicles and the value of maintaining their vehicles in accordance with manufacturers' specifications
- Point out additional needed service work and actively promote service sales
- Understand and follow federal, state and local regulations, such as those governing the disposal of hazardous wastes, OSHA right-to-know, etc.
- Ensure all Repair Orders are accurate to company policy and applicable laws/regulations, including those required by the California Bureau of Automotive Repair
- Explain to customer if additional work is necessary, additional cost and time considerations; document all service and repairs accurately on the legally required Repair Order
- Identify on Repair Order if repairs special handling is needed, specify repeat repair, and if rush or customer waiting
- Provide estimates of labor and parts and, if cost cannot be determined, leave open and contact customer later for approval
- Obtain accurate customer contact information for Repair Order and dealership’s records; obtain customer's signature on Repair Order
- Follow up progress of each Repair Order during the day; contact customer by telephone regarding changes in the estimate or time promised; record changes on Repair Order in approved fashion
- Handle telephone inquiries regarding work in process and appointments and return phone messages promptly
- Deliver vehicles to customers and answer any questions; review work performed and explain charges or coverage
- Ensure all needs were met; ask if there is anything else that can be done. Explain the survey they will receive and the importance of survey
- Be responsible for quality control to ensure that work is completed as requested
- Keep Quick Pricing Guide, Signals Checklist, Maintenance Menus and other Service Department forms up to date
- Interpret warranty information and policies to customers; stay up to date on technical and performance information on all vehicles serviced by dealership
- Keep Service Director informed of all problems and potential problems involving repairs, customers and equipment
- Refer leads and prospects for vehicle sales to the new and pre-owned car department(s)
- Ensure Repair Orders are closed in a timely manner
- Report to management any situation or condition that jeopardizes the safety, welfare or integrity of the dealership, its personnel or customers
- Maintain an organized workspace
- Perform other job-related duties as assigned by management
- Comply with all federal, state and local laws, as well as company policy, regarding safeguarding customers’ vehicles, property, and information
- Attend training classes and utilize technical training as requested by management
EMPLOYEE BENEFITS
- Health, Dental, and Vision coverage for employees
- 401K Plan
- Paid time off
- Paid training, growth opportunities
- Employee vehicle purchase plans
- Discounts on products
We are committed to an inclusive environment for all employees and applicants and will make all employment-related decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability or veteran status.
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