Service Advisor

1 day ago

Manhattan, Kansas, United States Little Apple Toyota Honda Full time

Job Description:

Are you passionate about the automotive industry and customer service? Little Apple Toyota Honda is looking for an enthusiastic Service Advisor to join our team. You'll play a vital role in ensuring our customers receive exceptional service, from scheduling their appointments to delivering completed vehicles. You will also have the opportunity to introduce customers to value-added products and services, all while working in a collaborative team environment.

Key Responsibilities:
  • Customer Service Excellence: Greet customers promptly, assist them with their vehicle service needs, and provide clear communication throughout the service process.
  • Appointment Scheduling: Manage and schedule service appointments efficiently using dealership systems.
  • Repair Order Management: Assist with various types of repair orders including customer-pay, warranty, and internal repairs (UCI's, PDI's, Aftersales/We Owe).
  • 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.
Expectations:

General Expectations:

  • Deliver exceptional customer satisfaction consistently.
  • Establish and work towards personal performance goals in line with company standards.
  • Attend weekly meetings to share ideas and solve problems.
  • Participate in ongoing training and performance management to stay current with industry changes and technologies.
  • Follow company policies, work rules, and employee handbook guidelines.
  • Adhere to safety and confidentiality policies.

Job-Specific Expectations:

  • Meet sales quotas and goals, including average dollars per repair order and penetration percentage on sales.
  • Utilize established procedures for warranty handling, ensuring timely and effective completion of all repair paperwork.
  • Maintain communication with customers, providing timely updates on repair status, cost, and completion time.
  • Work closely with technicians to ensure efficient use of resources and accurate repair estimates.
Compensation & Pay Plan:

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.
    • Advisors must send at least 70% of estimates via text to qualify.
    • Bonus tiers range from 90% to 100%, with incremental rewards.
  • Additional Bonuses: Periodic bonuses based on performance.
Qualifications:
  • Licenses: A valid driver's license is required.
  • Preferred Experience: 1 year as a service Writer 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.
Benefits:

Little Apple Toyota Honda offers a comprehensive benefits package, including:

  • Health and Dental Insurance
  • Paid Time Off
  • 401(k) with Employer Matching
  • Employee Discounts on Products and Services
  • Ongoing Training and Development Opportunities

For more details, visit our Career Benefits Page.

Ready to join our team? Apply today

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