Automotive Service Advisor/Writer

Description:

BAKER MOTOR COMPANY is growing!

We are seeking experienced Service Advisors / Writers.

POSITION OVERVIEW:

The service advisor is responsible for service sales and gross profit, and for proper handling of service customers. By his/her actions, the service advisor influences the volume of service business and plays a key role in ensuring customer satisfaction. The service advisor is the dealership's first-line customer relations and service sales representative. Our South Carolina franchises include Buick, GMC, Cadillac, Infiniti, Mercedes Benz, Land Rover, Jaguar, Porsche, Maserati, Smart Car, Rolls Royce, Alfa Romeo and Sprinter.

DUTIES AND RESPONSIBILITIES:

• Greet each customer in a prompt, courteous manner 100% of the time and never differentiate between customer pay and warranty service. Let customers who are waiting in line know that they will be helped soon.
• Schedule appointments using dealership-approved forms and software.
• Communicate with service customers to determine the nature of the mechanical problem.
• Listen to and help interpret customer's statements accurately.
• Secure agreement from customers before repairs begin; cover cost estimate; and approximate time when vehicle's work will be completed.
• Obtain customer and vehicle data. Secure method of payment.
• Test-drive the vehicle with the customer if there is any question as to the nature of the problem.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications, using maintenance menus.
• Point out additional needed service work and actively promote service sales.
• Understand and follow federal, state and local regulations, such as those governing the disposal of hazardous wastes, OSHA right-to-know etc.
• Ensure that all repair orders are accounted for.
• If additional work is needed, explain the details to the customer, including the additional cost and time consideration and document properly on the repair order.
• Indicate on repair order the exact repair instructions, making a special note of the main reason the customer brought the vehicle in. repair orders must be legible.
• Identify on repair order if repairs need special handling such as a special problem, repeat repair, rush or customer waiting.
• Provide estimates of labor and parts. If cost cannot be determined, leave open and contact customer later for approval.
• Obtain customer's signature on repair order.
• Set a time with the customer when they will be called to discuss the status of their vehicle.
• Obtain accurate customer contact information.
• Follow up progress of each repair order during the day. Contact customer by telephone regarding changes in the estimate or time promised. Record changes on repair order in approved fashion.
• Handle telephone inquiries regarding work in process and appointments and return phone messages promptly.
• Deliver vehicles to customers and answer any questions. Review work performed and explain charges or coverage.
• Advise the customer of future maintenance or repair needs.
• Ensure all needs were met; ask if there is anything else that can be done. Explain the survey they will receive and the importance of it.
• Escort customer to cashier window.
• Be responsible for quality control to ensure that work is completed as requested and to reduce comebacks. Make sure vehicle is clean.
• Pull vehicle up for customer or ask a porter to valet vehicle.
• Interpret warranty information and policies to customers.
• Keep service manager informed of all problems and potential problems involving repairs, customers, and equipment.
• Stay up-to-date on technical and performance information on all vehicles serviced by dealership.
• Refer leads and prospects for vehicle sales to the new and pre-owned car department(s).
• On completion of work, repair orders must be closed in a timely and efficient manner.
• Participate in any dealer promotion or program when needed.
• Attend training classes as directed by management.
• Report to management any situation or condition that jeopardizes the safety, welfare or integrity of the dealership, its personnel, or customers.

QUALIFICATIONS:

• High school diploma or the equivalent.
• Three years of experience in an auto repair facility is preferred.
• Factory training credentials are preferred.
• Excellent oral and written communication skills.
• Proficient knowledge of dealership's computer systems.
• Ability to collaborate with the public, sometimes with several customers at a time.
• Ability to collaborate with other dealership personnel.
• Must have valid in-state driver's license and have and maintain an acceptable, safe driving record and safe driving habits in order to drive both customer vehicles and a demonstrator vehicle.
• Must be insurable.
• Must be a team player with impeccable honesty and integrity.
• Maintain a high level of professional personal appearance and conduct.
• Must be able to operate a vehicle as equipped by the manufacturer in a safe manner.
• Will stand and walk throughout the dealership facility, display lots, showrooms, detail areas, and parts department.

WORKING CONDITIONS:

• Will work in an office and outdoor setting and will be required to move throughout the dealership to greet, escort, and assist customers. May be required to work weekends, evenings, and holidays at direction of the general manager.
• Advisor’s office should reflect level of professionalism appropriate for work that takes place there.

More about Baker Motor Company

BAKER MOTOR COMPANY was founded in 1988 by Tommy B. Baker and is the largest privately held automobile dealer group headquartered in South Carolina.

Our dealer group now consists of thirteen automotive manufacturers, an in-house Reconditioning Center, an in-house Auto Glass company, and a full service USAA and State Farm Insurance-approved Collision Repair Center.

• CHARLESTON, SC: Mercedes-Benz, Mercedes-Benz Commercial Vans, Porsche, INFINITI, Land Rover, Jaguar, GMC, and Cadillac
• MOUNT PLEASANT, SC: Mercedes-Benz
• SUMMERVILLE, SC: Mercedes-Benz Commercial Vans & Luxury Pre-Owned Center

Our Charleston Mercedes-Benz franchise has received the prestigious Best of the Best award from Mercedes-Benz eight out of the past twelve years: including 2003, 2004, 2005, 2006, 2008, 2010, 2012 & 2014. In 2013 & 2014.

BAKER MOTOR COMPANY was featured in Automotive News' 100 Best Dealerships To Work For, and in 2015 Automotive News awarded us as the #1 Best Dealership To Work For in the United States and Canada.

About our SC Service Centers:

• 6 Climate Controlled Service Shops
• 1 Climate Controlled Reconditioning Center
• 1 Climate Controlled Collision Center (see below)
• 75+ Work Stations across all 6 Service Shops
• 36+ Work Stations across Collision Center and separate Reconditioning Center
• Matching Toolboxes, Work Benches, and Computer Work Stations are all provided
• Factory Training and Certification provided for all brands

About our Collision Center:

• 21 Collision Center Work Bays
• 6 Collision Center Prep Stations
• 2 Frame-Machines
• 2 Paint Booths
• Aluminum Room
• Tool-Boxes & Benches are provided
• Computer Work/Stations Provided
• Factory Training Certification in all brands

BAKER MOTOR COMPANY is concerned with more than moving inventory; we're committed to your success and invested in your future. We provide the opportunities, resources, and support you need to grow and develop professionally. We offer Factory Training and Certifications. If you think you have what it takes to join our winning team ~ please reach out to us.

* Principals only. Recruiters, please don't contact this job poster.

* Do NOT contact us with unsolicited services or offers

Job Type: Full-time

Work Remotely

• No

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Days:

• Monday to Friday
• Weekends as needed

Work Location: In person

Requirements: