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Lincoln Service Advisor

3 months ago

Bakersfield, California, United States Jim Burke Ford-Sterling Full time
The Lincoln Service Advisor is the liaison between customers and the technicians in a fast-paced, high service environment.

Serving as the primary point-of-contact for service and repair matters, the Service Advisor must listen and thoroughly understand customer needs, arrange for appropriate service/repairs, and set/manage expectations on the part of the customers and the technicians in terms of service delivery.

He/she makes sure the customer knows the condition of the vehicle after the inspection and communicates the repairs and maintenance that are recommended.

The Service Advisor must follow all company and industry standards for vehicle repairs.


In addition, the Lincoln Service Advisor is responsible for Lincoln Pick Up and Deliveries as well as for directing the Lincoln PIC/DEL Driver.

All Lincoln Pick Up and Deliveries are scheduled using the RED CAP website.

The Service Advisor will coordinate all Lincoln Loaners with the Rental Department and monitor usage and will work with management to distribute the Lincoln P18 funds, promote the Lincoln Experience with positive results.


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 good technical and customer service performance record.

Candidates 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.

Spanish speaking a plus.

Responsibilities

  • Remains highly engaged with the customer through the entire service experience
  • Schedules service for customers either in person or on the phone to ensure a prompt and accurate diagnosis of any problems
  • Sells needed commodities: brakes, batteries & tires
  • Processes all warranty claims/paperwork as required
  • Makes repair recommendations and manages delivery of repairs by setting and managing customer expectations
  • Administers the Lincoln Pick Up and Delivery program
  • Ensures that required documentation is complete and is in compliance with regulations and standards
  • Complies with and enforces all safety policies and procedures
  • Attends all staff meetings, trainings, and educational classes as required
  • Helps educate/train new staff members
  • Performs other duties as assigned
Qualifications

  • One year of dealer-level or large facility experience as a service writer preferred
  • Automotive repair knowledge
  • Post-secondary automotive training or equivalent work experience
  • Neat, clean, and professional appearance
  • Highly professional and dependable
  • Excellent communication, customer service, and problem solving skills, including the ability to maintain composure under stress
  • Unrestricted driver's license and clean driving record
  • Able to drive both automatic and standard-transmission vehicles
  • Good computer and internet skills