Automotive Service Advisor

2 weeks ago

Miami, Florida, United States Warren Henry Automotive Group Full time

Service Consultant - Warren Henry Automotive Group

Job ID:
Type: Full-Time
# of Openings: 1
Category: Services

Overview

This role serves as the primary point of contact within the service department, welcoming clients as they arrive and delivering exceptional customer service while identifying the service requirements for their vehicles.

Benefits:

  • Comprehensive medical, dental, and vision insurance
  • Company-sponsored life, AD&D, and disability insurance
  • 401(k) retirement plan with employer contributions
  • Generous paid time off
  • Supportive workplace culture


Key Responsibilities
  • Foster and maintain relationships with all current and prospective clients.
  • Address customer inquiries and concerns or escalate to management as necessary.
  • Organize and manage scheduled appointments for the upcoming day.
  • Utilize the Xtime center for appointment setting and service reservation management.
  • Respond to service inquiries and follow up promptly.
  • Stay informed about monthly promotions, current service offerings, and vendor services.
  • Maintain accurate service files and ensure they are properly documented before final processing.
  • Discuss alternative transportation options with clients.
  • Welcome customers, verify their information and vehicle details, and access service history while adhering to the service consultant process.
  • Handle after-hours vehicle drop-offs and towed vehicles.
  • Prepare vehicles for pickup and delivery, following established procedures.
  • Encourage the sale of labor, parts, and accessories to fulfill customer needs.
  • Provide clients with precise estimates and completion timelines.
  • Obtain customer signatures on repair orders and document payment details.
  • Monitor the progress of repair orders throughout the day and keep clients updated on any changes.
  • Review repair orders to ensure accurate billing and coding of parts and services.
  • Confirm that all quality control standards are met and vehicles are cleaned before customer notification.
  • Follow up on aging repair orders and report to the Service Manager on any orders exceeding four days.
  • Achieve a customer satisfaction inquiry score above the national average.
  • Capture valid customer emails and maintain a high CSI email capture rate.
  • Implement a follow-up system for special orders or future repairs.
  • Keep the office organized and compliant with dealership standards.
  • Ensure all customer areas are clean and well-stocked, reporting any significant maintenance issues.
  • Process payments using various methods, including credit cards.
  • Maintain all relevant certifications and pursue ongoing education in line with dealership standards.
  • Complete required compliance training in a timely manner.
  • Present a professional appearance and adhere to uniform standards while on duty or in training.
  • Exhibit professional conduct while in uniform, reflecting positively on the dealership.
  • Collaborate effectively with all dealership personnel.


Qualifications
  • High school diploma or equivalent (GED).
  • Minimum of three years' experience in service writing at a high-end dealership.
  • Proficient in reading, writing, and spelling for effective communication and documentation.
  • Ability to present information clearly and respond to inquiries from management, staff, and clients.
  • Competence in calculating discounts, taxes, and percentages.
  • Ability to apply common sense to follow instructions and manage customer situations.
  • Creative problem-solving skills for addressing customer issues and determining escalation needs.
  • Valid Driver's License.

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