Chevrolet Service Advisor

4 weeks ago

Houston, Texas, United States DeMontrond Full time

Job Summary

The Service Advisor plays a vital role in ensuring exceptional customer satisfaction at DeMontrond. As a liaison between clients and service technicians, this individual will work closely with the call center to schedule services and collaborate with the technician team to distribute work equitably.

Key Responsibilities

  • Greet clients in a prompt and courteous manner, providing a seamless experience for both customer pay and warranty service clients.
  • Listen attentively to clients and clearly communicate repair order information.
  • Satisfy clients' immediate needs while presenting additional services in a low-key, high-integrity manner.
  • Advise clients on factory-recommended maintenance items and ensure their vehicles are maintained according to manufacturer specifications.
  • Present a menu of recommended maintenance and additional services to every client.
  • Assemble information necessary for service or repair diagnosis and provide clients with an accurate estimate of repair or maintenance costs.
  • Write repair orders, detailing problems and pertinent information, and secure clients' signature for authorization of repair or service.
  • Maintain strict adherence to dealership policy on client vehicle care and operation.
  • Inform clients of repair diagnosis, sell repairs and services needed or required for proper operation.
  • Forward repair or service estimate changes to clients following technician diagnosis.
  • Sell and manage extended warranties and complete required documentation.
  • Inspect quality of vehicles following repairs or service to verify that all authorized work is performed and performed properly.
  • Follow up on progress of each repair order during the day and contact clients by phone or email twice daily to notify them of any changes to the status or estimated time of completion.
  • Handle minor client concerns or misunderstandings and document changes on repair orders.
  • Reply to voice and email messages in a timely manner where either internal or external clients are concerned.
  • Notify clients when repairs are completed and the vehicle is ready for delivery.
  • Review and explain repairs and associated costs with clients upon completion of service.
  • Document verbal, in-person, and written approvals on repair orders and add-on sales.
  • Keep the Service Manager informed of all problems and potential problems involving clients, repairs, and equipment.
  • Notify technicians of changes to repair status.
  • Encourage clients to complete manufacturer surveys to provide feedback.
  • Coordinate work overflow.
  • Maintain a readable status sheet (route sheet) of carryover vehicles and status of clients in for repairs.
  • Maintain a record of status of special order parts.
  • Maintain required Customer Satisfaction Index (CSI) rating in accordance with dealership standards.
  • Maintain required hours per repair order (HPR) in accordance with dealership standards.
  • Attend weekly department meetings.

Requirements

High school diploma or general education degree (GED); and one to three months related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

(Including Driver's License)

Operator's Driver's License (must be insurable).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and walk.

The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.

About Us

The DeMontrond family business was established in Houston in 1953 but dates back to 1914 with the first Buick franchise in Texas.

Our family of dealerships is an established group of family-owned and operated automobile and recreational vehicle dealerships serving the greater Houston-area from Conroe to Texas City; we currently offer Chrysler, Dodge, Jeep, Ram, Buick, GMC, Volvo, Volkswagen, Kia, Chevrolet, Hyundai, Toyota and a wide range of trailers, 5th wheels and motorhomes - and we are the exclusive home of Warranty Forever in the greater Houston area.

DeMontrond has a long-standing tradition of excellence and guest-satisfaction and we are seeking team members who have the highest level of integrity, are self-motivated and have a desire for a long-term career rather than just a job.

Benefits include medical, vision, dental and supplemental insurance, 401K retirement savings plan, paid time off, holiday pay and company paid continuing education and training.

Our company maintains a strong policy of equal employment opportunity for all associates.

We hire, train, promote and compensate associates on the basis of personal and professional competence and potential for advancement without regard for race, color, religion, sex, national origin, age, marital status, disability or citizenship, as well as other classifications protected by applicable federal, state or local laws.

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