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SERVICE ADVISOR
SERVICE ADVISORPrice Auto Group • Dover, DE, US
No longer accepting applications
SERVICE ADVISOR

SERVICE ADVISOR

Price Auto Group • Dover, DE, US
1 day ago
Job type
  • Full-time
Job description

Overview

Join to apply for the SERVICE ADVISOR role at Price Auto Group

Price Honda is currently hiring an experienced Service Advisor.

Responsibilities

  • Acts as the principal contact between the customer, the repairing technician, and the parts department on sales and service of the mechanical repair or maintenance of customer vehicles. The primary goal is to provide the maximum level of customer satisfaction to enhance customer loyalty while capturing all available opportunities in the sale of service and parts.
  • Greets customers in a timely and friendly manner.
  • Provides fast, efficient and courteous service to customers by interpreting their requests, scheduling, coordinating the diagnosis and repair of their vehicle.
  • Presents each customer with the dealership's suggested maintenance menu and provides accurate and honest advice on recommended services for the care of their vehicles. 100% menu presentation is expected when the vehicle is due for factory scheduled maintenance.
  • Explains technical information about repair to customers in a clear, concise and professional manner.
  • Provides accurate cost and time estimates when discussing the customer's concern.
  • Collects the necessary information pertaining to the concern to ensure a proper repair is effective.
  • Makes and implements decisions regarding repair options.
  • Coordinates activities to ensure repair work is fixed during the first visit and on time. If a second repair visit occurs, advises Service Manager so proper documentation can occur. Follows established manufacturer protocol including verification of the owner's complaint.
  • Obtains the customer's written approval on all repair orders at the time of write-up or when closing additional sales. Records who has approvals on any additional repair request (who, dollar amount, date, time) on the repair order.
  • Ensures customer complaints are handled tactfully, promptly, with genuine concern, and according to dealership guidelines.
  • Follows manufacturers' requirements for complaint, cause and correction documentation on all repair orders.
  • Takes the initiative to exceed customer satisfaction, even if it requires overcoming obstacles.

Additional Duties and Responsibilities

  • Coordinates the entire repair process and ensures technicians complete necessary documentation of the repair process and recording related labor time during the repair.
  • Provides a clear and legible record of service completed for both customer and dealership use.
  • Monitors the progress of the repair and contacts customers regarding any changes in time and cost estimates, ensuring their participation and engagement in the repair process.
  • Ensures all repair orders initiated are complete and closed in a timely manner to manage work-in-progress flow.
  • Contacts every customer at completion of repairs and pre-delivers vehicle to eliminate concerns on pick up. Completes an active delivery, in person or by telephone.
  • Inspects repaired vehicles to ensure quality and safety standards are met when required.
  • Ensures the cleanliness of customer vehicles.
  • Follows up with customers after the repair to ensure service satisfaction.
  • Works to eliminate dealer liabilities during the repair process.
  • Completes the repair order in its entirety including all coding and proper application of labor time.
  • Establishes and maintains good working relationships with customers to encourage repeat and referral business.
  • Works to reference and apply information found in technical publications, periodicals, bulletins, etc.
  • Complies with federal, state, and local regulations, such as safety requirements, hazardous waste disposal, OSHA, Right-to-Know, etc.
  • Strives for harmony and teamwork within the Service Department and other departments.
  • Participates in scheduled department meetings to discuss issues, concerns, and departmental goals.
  • Treats all associates in a professional manner (no shouting, vulgarities, or inappropriate comments either written or verbal).
  • Keeps up-to-date on all industry information.
  • Keeps and maintains a manual that includes accurate and timely records of customer comebacks, customer contacts, and other dealership or manufacturer information as required.
  • Attends and successfully completes required manufacturers and dealership training to maintain skill levels and ensure appropriate certification status. Monitors training status through manufacturer training website.
  • Maintains work area to ensure professional and clean environment.
  • Maintains acceptable dress and work area appearance.
  • Maintains a record of timeliness and attendance that is acceptable.

    • Accountability

  • All customer repairs and maintenance work are coordinated and delivered in an efficient, courteous and timely manner.
  • A high level of customer satisfaction is maintained and manufacturers SPSI standards are consistently met or exceeded.
  • Will write, process and coordinate a consistent average of 16-30 repair orders per day.
  • Maintain an average hours per customer repair order of 1.8 or above.
  • Individual average effective labor rate for customer paid repairs are consistently at or above established standard which will be communicated by the Service Manager.
  • Work-in-Process shall be maintained with the established dealership maximum standard of less than 30 days.
  • Customer follow-up calls both during and following the vehicle repair or maintenance service are consistently conducted on a timely basis and convey sincere interest and concern for ensuring a quality customer experience.
  • A professional appearance is presented and maintained within the dealership established guidelines for a service consultant.
  • A consistent individual record of regular attendance and timeliness is maintained.
  • Manufacturer training meets standard for certification based on tenure.

    • Physical Demands

  • Ability to operate a motor vehicle
  • Ability to remain in a stationary position
  • Ability to exit and enter vehicles
  • Ability to move inside and outside of structures
  • Ability to communicate
  • Ability to operate equipment required for position
  • Ability to reach with hands and arms
  • Ability to climb and balance
  • Ability to stoop, kneel, crouch or crawl
  • Ability to frequently lift and / or move up to 20 pounds
  • Ability to occasionally lift and / or move up to 50 pounds

    • Why Choose Price?

  • Competitive compensation with uncapped earning potential - our commission-based pay structure allows you to control your income.
  • Comprehensive benefits program, including health care options (medical, dental and vision), 401k savings and retirement plan, and paid time off.
  • Employee rewards and recognition programs.
  • Training, resources and opportunities for career growth and advancement, tailored to individual performance, experience and interests.
  • Values-driven culture built on integrity, professionalism, excellence, and teamwork.

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