Service Advisor
Job Description
Principal Duties and Responsibilities
- Meet and greet all customers in a positive, professional manner.
- If busy with another customer, always acknowledge customers who are waiting and tell them you will be with them shortly.
- Answer phones professionally every time no matter how busy we are. “Thanks for calling Big A this is Dan, how may I help you?”
- Schedule appointments.
- Maintaining ARO and gross profit percent using the manager’s portal as a tool.
- Maintain accurate customer demographic information, including correct spelling of name, address, phone number, and email address.
- Communicate with customers to determine the nature of the problem. 3 C’s (Concern, Cause, Correction) all noted on work order and/or invoice.
- Complete detailed information on customer problems before passing on to the technicians. Ask “why” they think they need something.
- Order parts for services from vendors if needed.
- Review with the customer the Technicians digital inspections and send/show to customer.
- Advise customers on car care and recommend maintenance needed.
- Price any suggested additional work in accordance with pricing practices. Enter all declines and estimate of the repair needed.
- Indicate the exact repair instructions to both the Technician and the customer.
- Review your own tickets before going home to make sure they are properly completed with mileage, parts posted properly and initialized.
- Check tickets for cars to be pulled into the shop for the next day pickup.
- Organize daily workload.
- Attending team meetings.
- Checking in Freight and stocking shelves.
- Assist office with ordering inventory parts, returning parts, & updating inventory.
- Assist with all co-workers toward a common goal where teamwork is a key.
- Keep up with the store appearance by sweeping floors, fronting shelves, cleaning customer waiting area and bathroom.
- Shuttle Customers and pick up parts when needed; valid driver’s license is required.
Service Team Assistant
DUTIES AND RESPONSIBILITIES
For this position, we are looking to add someone to our team that enjoys serving people and thrives in a fast-paced environment. It is imperative that you have a strong knowledge of the Automotive Industry, including vehicles, services, and parts.
You will be responsible for, but not limited to:
- Answering phones
- Scheduling Appointments
- Greeting Customers
- Pre-gaming tickets: Checking vehicle history & maintenance due
- Assist with ordering vehicle parts for services
- Calling Customers to verify appointments & Thank you calls
- Transporting Specialty Parts
- Shuttling Customers
- Billing out Customers
- Prepare loaner cars for the day
- Assist with vendor parts returns/inventory
- Assisting the Service Team with Additional Tasks, As Needed
QUALIFICATIONS:
- Preferred knowledge of Automotive Services, Vehicles & Parts
- Exceptional Customer Service Skills & Genuine Desire to Serve People
- Courteous & Clear Telephone Voice with Enthusiastic Personality
- Work Cooperatively & Effectively with Others as Part of a Team
- Motivated with a Thirst to Learn & Grow
- Ability to Thrive in a High-Volume, Fast-Paced Environment
- Strong Organizational Skills with Ability to Prioritize & Manage Time Efficiently
- Professional Appearance
- Valid Driver’s License & Clean Driving Record
- Strong Aptitude for Working with Computers & New Technology
EDUCATION and/or EXPERIENCE: High School Diploma or equivalent
Continuing Education: Because we value training and growth, we are always looking for opportunities to help our Team continue learning. We do this through regularly scheduled Team Meetings and through Paid Training throughout the year.