Service Advisor
3 weeks ago
Little Apple Toyota Honda is seeking a highly skilled and customer-focused Service Advisor to join our team. As a Service Advisor, you will play a vital role in ensuring our customers receive exceptional service, from scheduling appointments to delivering completed vehicles.
Key Responsibilities:- Customer Service Excellence: Provide prompt and courteous service to customers, assisting them with their vehicle service needs and communicating clearly throughout the service process.
- Appointment Scheduling: Manage and schedule service appointments efficiently using dealership systems, ensuring timely and effective completion of all repair paperwork.
- Repair Order Management: Assist with various types of repair orders, including customer-pay, warranty, and internal repairs, ensuring accurate documentation and timely completion.
- Effective Labor Rate: Maintain an average of 1.3 hours per repair order and ensure a total effective labor rate of $115.00 or higher.
- Sales of Services: Introduce and sell dealership products and services, including non-warranty or prepaid service plans, maintenance, repairs, and accessories.
- Multi-point Inspections: Ensure a multi-point inspection is performed on every vehicle and provided to customers via Xtime Inspect.
- Customer Communication: Keep customers updated on the progress of their vehicle repairs and explain completed work and inspection results prior to vehicle delivery.
- Documentation: Follow the 3 C's process (Customer Concern, Cause, Correction) to document all services and repairs accurately.
- Warranty Process: Ensure all warranty information is correctly obtained and documented.
- Deliver Exceptional Customer Satisfaction: Consistently meet or exceed customer satisfaction standards.
- Establish and Work Towards Personal Performance Goals: Set and achieve personal performance goals in line with company standards.
- Attend Weekly Meetings: Participate in weekly meetings to share ideas and solve problems.
- Participate in Ongoing Training and Performance Management: Stay current with industry changes and technologies through ongoing training and performance management.
- Follow Company Policies and Guidelines: Adhere to company policies, work rules, and employee handbook guidelines.
- Adhere to Safety and Confidentiality Policies: Maintain a safe and confidential work environment.
Your pay is determined by your certification levels, tenure, and performance. Little Apple Toyota Honda offers a clear Career Path to help you grow in your role. You will also be eligible for the following incentives:
- Customer Service Index (CSI) Bonus: Based on monthly survey scores with Honda and Toyota.
- Additional Bonuses: Periodic bonuses based on performance.
- Licenses: A valid driver's license is required.
- Preferred Experience: 1 year as an automotive technician or in a similar role is preferred.
- Communication Skills: Excellent communication skills, both written and verbal, are a must.
- Physical Requirements: Ability to work both indoors and outdoors, lift over 50 lbs occasionally, and perform repetitive tasks such as walking, bending, and grasping.
- Health and Dental Insurance: Comprehensive health and dental insurance coverage.
- Paid Time Off: Generous paid time off policy.
- 401(k) with Employer Matching: Employer-matched 401(k) plan.
- Employee Discounts on Products and Services: Discounts on dealership products and services.
- Ongoing Training and Development Opportunities: Opportunities for ongoing training and development.
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