Service Advisor

Salary Range: $70,000-$100,000/year

Purpose:

Act as a leader and point person in the service department, for both customers and co-workers.

Education:

• No minimum education requirement
• Customer service experience preferred
• Valid Driver’s License
• Mangino Chevrolet will provide all necessary training for this position
• Automotive industry experience is helpful, but not required

Knowledge:

Customer Service - Knowledge of principles and processes for providing exceptional customer service. This includes meeting quality standards for services, and evaluation of customer satisfaction.

Job Tasks

• Responsible for the oversight of the Service Drive Lane, ensuring a smooth flow for customers and technicians.
• Provide top notch customer service, ensuring that customers receive prompt, effective, courteous and friendly service.
• Assume responsibility for the customer's experience by going above and beyond to provide exceptional service to the customer, leaving a positive and lasting impression of the dealership overall.
• Contribute daily to the success of a fast-paced and ever-changing environment, through impactful decision making and customer experiences.
• Provide top-to-bottom support to all customers when handling inquiries, to assure customers that inquiries will not be mishandled.
• Responsible for efficiently distributing work between all service technicians to make certain that their daily time inventory is sold to customers on a consistent basis.
• Regularly use information from the service technicians to answer customer technical questions about vehicle problems, warranties, services, and repairs.
• Maintain Customer Success Index at or above company standards.
• Assist as needed in diagnosing vehicle problems; order parts and tools necessary for related repairs.
• Oversee the administration of warranty claims while acting as a guide for others in the service department who may need to process warranty claims.
• Reinforces company policies and adheres to company standards.
• Regularly uses company training to successfully execute daily job responsibilities.
• Encourages compliance with applicable laws and regulations.
• Manage other service department employees as needed.
• Maintain good working relationship with factory(s) and foster positive employee relations.
• All other work related duties as assigned.

Skills:

Basic Skills

• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Mathematics - Using mathematics to solve problems.
• Organization – Able to organize daily work for efficient completion.
• Speaking - Talking to others to convey information effectively.
• Time Management – Able to work in a way that maximizes work hours.

Social Skills

• Coordination - Adjusting actions in relation to others' actions.
• Service Orientation - Actively looking for ways to help.
• Customer Service Skills - Successfully assessing customer needs and providing appropriate service to meet those needs.
• Communication – Ability to clearly inform others of information in an effective and friendly manner.

Work Context

Body Positioning

• Regular standing
• Regular using hands to handle, control, or feel objects, tools, or controls
• Regular walking

Communication

• Regular contact with others
• Face-to-face discussions
• Telephone

Activities

Operating Vehicles

• Drive customer vehicles to appropriate lot location or repair position

Getting Information

• Obtain information from customers, teammates, and supervisors
• Read schematics
• Read technical instructions
• Read vehicle manufacturer's specifications
• Read work order and/or instructions