Service Advisor Liaison

2 weeks ago

Signal Hill, California, United States Shelly Group Full time
Service Advisor Job Description

The Service Advisor position at Shelly Group is a key role in ensuring exceptional customer service and experience. As a liaison between service customers and the dealership, you will represent the dealership to service customers and the customer's interests to the dealership.

Key Responsibilities:
  • Greet customers promptly and in a timely manner, determining their needs accurately.
  • Determine and verify customer service needs and requests, recording them along with current vehicle and customer information on the repair order.
  • Inspect vehicles during repair order write-up, including a complete walk-around, time expected, and damage report.
  • Order preliminary estimates and prepare estimates per BAR guidelines.
  • Coordinate repairs to accommodate and meet promised repair times.
  • Relay accurate customer concerns and comprehensive descriptions of concerns.
  • Ensure MPI sheets are filled out properly to guarantee sales.
  • Be in constant communication with customers regarding service progress of their vehicle, documenting event timelines.
  • Be available during customer delivery times to answer customer questions, explain additional repairs needed, and make subsequent service appointments.
  • Verify quality and control inspections have been performed and signed off by the Shop Foreman and Advisor.
  • Contact customers and schedule pickup times.
  • Utilize professional and proper phone etiquette, leaving only call-back information when leaving messages for customers.
  • Conduct or perform active delivery of customer vehicles by phone or delivery.
  • Ensure there is no confrontation with customers over CSI.
  • Maintain current awareness of state and federal laws dealing with automobile repair and consumer protection.
  • Adhere to work schedules and arrive at work before scheduled start times, being productively engaged by the scheduled time.
  • Safeguard customer and dealer information per established policy.
  • Comply with all safety rules and use all appropriate safety and personal protection equipment as required.
  • Adhere to established dress code policies at all times.

This role requires a strong focus on customer service, communication, and problem-solving skills. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at Shelly Group.

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