Service Advisor

Gay Buick GMC is seeking a highly motivated and experienced Service Advisor to join our team. As a Service Advisor, you will act as a liaison between our clients and our service technicians, ensuring that every customer receives exceptional service and support.

Key Responsibilities:

• Greets clients in a prompt and courteous manner, ensuring a positive first impression.
• Listsens to clients and clearly articulates information on the repair order, ensuring that every client understands the work being performed.
• Satisfies clients' immediate needs, using low-key, high-integrity methods to present additional needed services.
• Observes factory suggestions on maintenance items and advises clients of the value of maintaining their vehicles in accordance with manufacturer's specifications.
• Presents a menu of recommended maintenance and additional services to every client.
• Ascertains the needs of clients, collecting information necessary for service or repair diagnosis.
• Provides clients with an accurate estimate of repair or maintenance costs, and/or a minimal diagnostic fee with explanation of associated costs.
• Writes Repair Orders, detailing problems and pertinent information, and secures clients' signature for authorization of repair or service.
• Maintains strict adherence to dealership policy on client vehicle care and operation.
• Informs clients of repair diagnosis, sells repairs and services needed or required for proper operation.
• Forwards repair or service estimate changes to client following technician's diagnosis.
• Sells and manages extended warranties and completes required documentation.
• Inspects quality of vehicles following repairs or service to verify that all authorized work is performed and performed properly, in the effort to reduce rechecks.
• Follows up progress of each repair order during the day and contacts clients by phone or e-mail twice daily to notify them of any changes to the status or estimated time of completion of their repair.
• Advises clients of potential consequences if repairs are not made.
• Handles minor client concerns or misunderstandings regarding repair, and documents changes on repair order.
• Replies to voice and e-mail messages in a timely manner where either internal or external clients are concerned.
• Notifies clients when repairs are completed and vehicle is ready for delivery.
• Reviews and explains repairs and associated costs with client upon completion of service.
• Documents verbal, in-person, and written approvals on repair orders and add-on sales.
• Keeps Service Manager informed of all problems and potential problems involving clients, repairs, and equipment.
• Notifies technicians of changes to repair status.
• Encourages clients to complete the manufacturer surveys to provide feedback.
• Coordinates work overflow.
• Maintains a readable status sheet (route sheet) of carryover vehicles and status of clients in for repairs.
• Maintains a record of status of special order parts.
• Maintains required Customer Satisfaction Index (CSI) rating in accordance with dealership standards.
• Maintains required hours per repair order (HPR) in accordance with dealership standards.
• Attends 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.
• Must meet company's requirements for employment.
• Ability to read and comprehend written instructions and information.
• Operator's Driver's License (must be insurable).
• Must have a valid driver's license.

Physical Requirements & Working Conditions:

• 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.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws