Automotive Service Advisor

JOB DESCRIPTION – Automotive Service Writer 

About  Knudtsen 

Knudtsen  Foothills  Lincoln  Mazda  is  seeking  an  Automotive  Service  Writer  to  join  the  Knudtsen  family.  Knudtsen  is  a  family-owned  and  operated  company that provides  the  Spokane  and  Post  Falls  communities  with  new  and  used  cars,  full-service  body  shops  and  service  departments, as  well  as genuine  Mazda  and Lincoln  Parts.   At  Knudtsen, we  strive  to be  a  team  and  truly  value  our  relationships  with  each  other,  our  customers,  and  the  community.  

Additionally,  we  have  some  great  benefits:  

• Paid health insurance - medical, dental, vision – for employees and dependents   

• Life insurance plans  

• Paid holidays  

• Sick pay  

• Paid vacation  

• Employee purchase discounts  

• 401(K) Retirement Savings Plan (4% Employer Match!)   

• Training and education assistance 

Summary of Position 

This  position  is  a  key  member  of  the  Service Department that will work closely with the Service Technicians to deliver excellent service to our Mazda and Lincoln Service guests.  As an automotive service writer, your primary responsibilities are to inspect customer vehicles to determine their working condition and needed repairs and calculate how much any necessary repairs would cost.  This position required a high level of integrity, excellent communication skills and top notch guest service skills.  

Responsibilities  

• Greet all customers in a prompt,  enthusiastic, and courteous manner, using the customer’s name,  to make them feel comfortable and determine the nature of their call or visit. 

• Schedule  customer appointments by asking what times are convenient for them to bring  in  their vehicle and confirm contact information such as telephone number and email address. 

• Establish and maintain customer relationships through addressing them by name, telling them we appreciate their call at the start of the conversation and thanking them for calling upon end of the call, thus encouraging repeat and referral business.  

• Perform pre-write of repair orders when possible by printing VIS, recall, and maintenance menu prior to customer arrival.  

• Present  VIS and maintenance menus and advise of open recalls, service contract coverages, and needed routine maintenance. 

• Begin write-up process by determining the reason for the customer’s visit. Document the customer complaint and additional information gained through customer interview, visual inspection, road test (if needed), open recall information, and maintenance that the customer agrees to on the repair order.  

• Assist  in identifying mechanical problems by conversing  with the customer, executing a visual inspection, or performing a road test when necessary. 

• Inform  the  customer  about  the benefits of performing a Multi-Point Vehicle Inspection (MPVI) and secure their permission to perform. After getting permission, complete the upper portion of the MPVI by walking around the vehicle with the customer, noting conditions found and documenting them on the repair order.  

• Develop preliminary time estimates based off the customer’s primary concern or need and address additional maintenance needs as observed. 

• Give fair, competitive, transparent price quotes that are accurately documented on repair orders and have the customer’s best interests in mind.  

• Determine customer’s transportation needs and secures rental or shuttle ride for duration of their service visit. If waiting, escort the customer to the lounge. 

• Present Multi-Point Vehicle Inspection results to the customer and revised completion time -if they decide to add work to the repair order.  

• For the waiting customer, visit them in the waiting area and notify them of MPVI results within 15 minutes as well as any additional services needed along with price and time estimates. As their vehicle is being serviced be sure to update them on the progress. 

• For the non-waiting customer, confirm their preferred contact method before they leave and contact them with the MPVI results and any additional services needed along with price and time estimates. As their vehicle is being serviced, be sure to update them on the progress. 

• Verify warranty and service contract coverage and follow up with  Warranty  Administrator to ensure all procedures are handled correctly.  

• Serve as the liaison between the customer and the technician, ensuring that the customer’s needs are understood by the technician, and the recommended service and repairs are understood by the customer. 

• Inspect vehicle after service completion to ensure it appears in a better condition than it did when it came in.  

• Inform customer of all services performed and explain future needed services so they may make a future appointment at that time. 

• Collect payment and escort customer to their vehicle.     

• Resolve customer complaints immediately and in accordance with Knudtsen processes.  

• Maintain Customer Service Index score at or above market level through providing customers with friendly service and frequent notification of their vehicle’s progress. 

• Complete training as requested or required by Knudtsen, Mazda or Lincoln.  

• Other duties as assigned.  

Qualifications 

• Team player focused on providing exceptional customer service.  

• Maintain professional and safe work environment, appearance, and conduct. 

• Be able to proficiently use computer software programs, phones, etc.  

• Professional written and verbal communication skills, and the ability to read and interpret documents. 

• Excellent listening and problem solving skills.  

• Able to walk or stand for 8-10 hours a day and perform a thorough inspection of vehicles by getting in and out, bending, twisting, etc.  

• Customer service experience required. 

• Automotive service or retail consultant experience preferred. 

• Have a valid driver's license. 

• Pass a motor vehicle report and possess a safe driving record.  

• Pass a criminal background check and drug test (pre employment drug testing does not include Marijuana, however post accident and reasonable suspicion testing do include testing for Marijuana).  Also subject to random drug testing at the company's request.  

PHYSICAL DEMANDS and WORKING ENVIRONMENT 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  

While performing the duties of this job, the employee is regularly required to: work standing up, walk, use hands and fingers to operate tools and equipment, speak and listen (both over the phone and in person to customers and fellow employees). While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. 

Team Members regularly works 40-50 hours per week.  While performing the duties of this job, the Team Member may be exposed to moving mechanical parts, fumes or airborne particles and chemicals. Frequently (not limited to) working in the Service Office, which includes computer work, customer service, phone calls, and inventory duties.  The employee is occasionally exposed to inclement weather conditions and combustibles. May be a fast paced working environment. The noise level in the work environment is usually moderate.  

Knudtsen Dealerships and Auto Body Shops are an equal opportunity employer and prohibits discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.