Automotive Service Representative

7 days ago

Palmer, Kansas, United States Swickard Auto Group Full time
Job Description

Role Summary

The Service Advisor is a critical role in our team, acting as the liaison between customers and service technicians. We are seeking a highly skilled and customer-focused individual to provide exceptional service and support to our clients.

Key Responsibilities

  • Customer Service and Communication
    • Greet customers upon arrival and establish rapport to understand their service needs and concerns.
    • Conduct visual inspections or road tests (as needed) to gather information.
    • Clearly explain service recommendations, repair options, and estimated costs in a way that is easy for customers to understand.
    • Obtain customer authorization for repairs before proceeding.
    • Provide regular updates on service progress and address any customer questions or concerns promptly.
    • Explain completed repairs and associated charges in detail.
    • Follow up with customers after the service to ensure satisfaction and address any lingering issues.
  • Service Process Management
    • Schedule service appointments according to technician availability and customer needs.
    • Write detailed service orders outlining customer concerns, repair recommendations, and authorized work.
    • Liaise with technicians, accurately communicating customer concerns and repair details.
    • Track service progress and ensure timely completion within quoted timeframes.
    • Process customer payments and ensure accurate invoicing.
    • Maintain detailed service records for each vehicle.
  • Technical Knowledge and Parts Management
    • Possess a strong understanding of automotive systems and common repairs.
    • Stay updated on new technologies and service procedures.
    • Research parts availability and pricing to provide accurate estimates to customers.

Requirements

  • Demonstrates a high "HQ" (Hospitality Quotient) consisting of kindness & optimism, intellectual curiosity, work ethic, empathy, self-awareness, and integrity.
  • Strong understanding of automotive terminology and mechanical principles.
  • Excellent communication and interpersonal skills, with the ability to explain technical details clearly and concisely.
  • Customer service focuses on building trust and rapport.
  • Ability to actively listen, identify customer needs, and address concerns effectively.
  • Strong organizational skills and the ability to manage multiple tasks simultaneously.
  • Proficient in computer skills and dealership management software (DMS).
  • Ability to work independently and as part of a team.
  • A valid driver's license may be required.

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