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
