Service Advisor

4 weeks ago

Palo Alto, California, United States Swickard Auto Group Full time
Service Advisor Job Description

At Swickard Auto Group, we're revolutionizing the car-buying experience with hospitality. As a Service Advisor, you'll be the critical link between customers and service technicians, ensuring a smooth and positive experience throughout the vehicle service process.

Responsibilities:
  • Customer Service and Communication: Greet customers, establish rapport, and understand their service needs and concerns.
  • Conduct visual inspections or road tests to gather information.
  • Clearly explain service recommendations, repair options, and estimated costs.
  • Obtain customer authorization for repairs.
  • Provide regular updates on service progress and address customer questions or concerns.
  • Explain completed repairs and associated charges in detail.
  • Follow up with customers after the service to ensure satisfaction.
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.

Qualifications:

  • Demonstrate 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.
  • 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.

Benefits:

  • Open Service Appointment Schedule.
  • Career Path Opportunities.
  • Ongoing training and support.
  • Competitive benefits package, including insurance, 401k plan, and PTO.

About Us:

  • We're a hospitality company that happens to sell cars, parts, and service.
  • We're a team that values diversity and inclusion.
  • We're consistently ranked as one of the fastest growing dealership groups in the US.

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