Service Advisor

Summary –

The Service Advisor is the center of communication for service/repair activities and the liaison between customers and the technicians. Serving as the primary point-of-contact for all automotive service and repair matters, the Service Advisor must listen and thoroughly understand customer problems, arrange for appropriate service/repairs, and set/manage expectations on the part of the customers and the technicians in terms of service delivery. He or she makes sure the customer knows what repairs are needed and what repairs and maintenance are recommended. 

Service Advisor – Essential Duties

• Set, confirm and prepare for appointments with customers so they have great service experience
• Greet customers in a friendly manner when they arrive
• Determine vehicle needs based on customer information and a vehicle walk-around, inspections and test drives
• Follow Up with Clients regularly to Advise them on the status of their cars repairs

Repair Order Processing

• Prepare a written sheet or repair order to accurately describe service requests and manufacturer requirements
• Verify warranty eligibility
• Create and monitor job orders, KATS tickets, salesforce tickets, job cards and workshop visits as required by manufacturers
• Submit extended warranty claims as necessary
• Audit technicians stories and time
• Prepare audit and send customer estimates in R&R Advanced Service
• Gain manufacturers approval for warranty work
• Prepare and submit paperwork as per manufacturers requirements (QC Sheets, Service Check lists etc.)
• Schedule sublet work as necessary (Tows, Body Shop, Details)
• Check vehicles for outstanding recalls and campaigns
• Send CC authorizations and assure vehicles are paid for before releasing to clients
• Assure completed vehicles and invoice are complete and ready for delivery to client
• Follow up with customers to ensure satisfaction
• Gain superior product knowledge to effectively help customers
• Provide an exceptional customer experience to drive loyalty
• Oversees administration of warranty claims (provide BETA, Pictures or other items necessary for claim processing)
• Perform additional tasks as directed by Service and Parts Director or your immediate supervisor

Service Advisor – Requirements

• High school diploma or equivalent
• CDK or Reynolds and Reynolds experience preferred
• European high line experience preferred
• Proven ability to provide exceptional customer experience
• Ability to set and achieve targeted goals
• Demonstrated communication, consultative, interpersonal and organizational skills
• The willingness to follow up with customers
• Experience and desire to work with technology
• Valid in-state driver s license and an acceptable, safe driving record

Policy –

The purpose of this document is to serve as an outline only. Due to business needs, you may be required to perform job duties not within your written job description. Furthermore, the Dealership may have to revise, add to, or delete from your job duties per business needs. On occasion, the Dealership may need to revise job descriptions with or without advance notice to team members. If you have any questions regarding your job description or the scope of your duties, please speak with your supervisor.

Education/Experience -

Four to ten European Highline years experience and/or training; or equivalent combination of education and experience

Compensation - $16.00 per hour, plus commission

Schedule- Monday thru Friday, 8:00 AM to 5:00 PM.  Overtime as needed pending the business needs.

Physical Demands –

Must be able to lift a minimum of 25lbs.

Ability to get in and out of an automobile frequently.

Prolonged periods of standing, stooping, bending, and walking

Work Environment -

Newport Beach Automotive Group, LLC wishes to create a work environment that promotes job satisfaction, respect, responsibility, integrity, and value for all our team members, clients, customers, and other stakeholders. We all share the responsibility of improving the quality of our work environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.