Service Advisor

Overview

We are looking for a motivated, performance driven Service Writer to join our team. The potential for upward mobility in a fast-growing organization and a long, fulfilling career. Must be a self-starter, have excellent people skills, phone skills and computer skills. Must be customer service oriented. Automotive background / experience not necessary but interest is preferred.

Responsibilities / Duties

Customer Service

• Put the customer first. Go above and beyond to WOW the customer
• Maintain "YES COMPANY" atmosphere. Find ways to say yes to customers and ensure they leave satisfied
• Follow company procedures for welcoming customers & checking them in for service, gathering information, explaining the inspection process, and collecting signed work orders before any work is done
• Follow company procedures for educating customers on inspection results for their vehicles, communicating the benefits and value of any needed work, answering any questions, and performing any needed repairs
• Follow company procedures for checking out customers – reviewing any work done, seeking feedback, scheduling follow-ups, etc.
• Proactively communicate with customers throughout their visits to the center. Keep them informed, manage issues as they arise
• Verify that inspections are being performed consistently and accurately on all vehicles. Spot-check & maintain training on inspection procedures as needed
• Follow up on any outstanding customer issues or complaints; ensure that they are resolved satisfactorily
• Manage daily customer callback process to ensure calls are being made & appointments are being set

Sales

• Meet weekly and monthly sales goals
• Proactively generate appointments to increase sales
• Assist in planning and executing appointments as needed to drive sales and meet center goal

Phone

• Follow company phone procedures at all times, including daily role-play to maintain skills
• Listen to recorder calls on a regular basis; identify areas for improvement

Point of Sales

• Maintain detailed knowledge of point-of-sale system. Be able to build a repair ticket quickly and efficiently
• Order parts from approved vendors in a timely manner; track arrival and verify with technician immediately to ensure parts are correct
• Verify full documentation on every ticket – inspection sheet, estimates, work orders, final invoice, battery test form, etc.
• Accurately enter pricing and cost of goods into point-of-sale system on every ticket

Center Up Keep

• Proactively work to maintain clean, comfortable and professional store image at all times
• Assist as needed in any regular store maintenance
• Handle cores, returns, inventory deliveries and other center upkeep tasks as requested
• Perform closing duties as needed (close day in point-of-sale system, bank deposits, cash audits, etc.)

Teamwork / Culture

• Be a team player. Help other people meet their goals
• Train & teach new team members as needed
• Contribute to a positive, productive team environment
• Maintain a positive, productive culture among all center team members
• Encourage teamwork, positivity, and accountability among all team members

Qualifications / Skills

• 5+ years of experience as sales / customer service leader. Ability to think creatively when dealing with customers
• Experience working with point-of-sale software or complex Windows software
• Excellent people and phone skills
• Proactive self-starter
• Ability to multi-task
• Interest in automotive industry