Express Service Advisor

2 weeks ago

Urbandale, United States Willis Automotive Full time
Willis Automotive is a family and locally owned automotive group located in Des Moines, IA. We carry INFINITI, Cadillac, Lexus, MINI Cooper, Jaguar, Land Rover, Volvo, Chevrolet, and Nissan. Our growing company also includes Collision, Detail, and Reconditioning teams. At Willis Automotive, we adhere to our six core values to maintain a tradition of automotive excellence and service leadership for all of our guests

Willis Automotive Offers:
  • A great benefits package, available the first month following 30 days of employment, which includes: Medical, Dental, Vision, Short and Long Term Disability, plus additional supplemental insurances
  • 401k with company match
  • Paid Time Off and 7 paid holidays
  • Employee discounts at all locations
  • Paid training and development on and off-site
  • Employee appreciation: employee of the month, food trucks, community involvement, discounted event tickets, and more

Primary Function:

The Express Service Advisor is the dealership's first-line of customer relations and express service. The job encompasses the proper satisfaction of customer and vehicle related problems, meeting pre-determined service sales objectives and the thorough and accurate performance of administrative activities.

Duties and Responsibilities:
  • Customer Relations
    • Provide the ultimate guest experience through customer service and diagnostic/repair recommendations and estimates.
    • Confirm service appointments via telephone.
    • Respond to minor customer complaints with courtesy, tact and respect
    • Coordinate policy adjustments within the guidelines and budgets under direct supervision
    • Advise management of any situation outside of designated guidelines
  • Service Sales
    • Sell the proper repairs and/or services according to customers' perceived needs and the Road to the Sale
    • Document estimated time and materials using appropriate parts pricing sources and labor pricing guide
  • Administration
    • Document all service and/or repair work accurately using company provided repair order forms; document any updates/changes and verify completion.
    • Communicate any changes with technical staff as needed.
    • Maintain required records, including carryover vehicles, special order parts status, time-keeping requirements, etc.
  • Understands and follows federal, state, and local regulations, such as those governing the disposal of hazardous wastes, OSHA right-to-know, etc.
  • Provide assistance on the Service Drive; greeting guests, moving vehicles, taking vehicles through car wash, etc.
  • Communicates work accomplishments and activities to supervisor on a regular basis.
  • May assist in the dispatch area on a back-up basis.
  • Attends company/department meetings as requested or required.
  • Performs any other related duties as assigned.

What we need from you:
  • 1 year experience in a direct customer service role required
  • 1 year experience in an Express Advisor role preferred
  • High school diploma or equivalent required
  • Working knowledge of CDK preferred
  • Working knowledge of Microsoft Office Suite required
  • Intermediate customer service skills required

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