Express Service Advisor II - Kearny Mesa Ford/kia

Express Service Advisor II - Kearny Mesa Ford/kia

Non-Exempt

Job Summary:

As an Express Service Advisor II, you will play a pivotal role in delivering a high level of customer service for express vehicle maintenance and repairs. You will manage the express service lane, handle complex service requests, and ensure that customer vehicles are serviced efficiently and to the highest standards. Your role involves both customer-facing responsibilities and coordination with the service team to maintain smooth operations.

Essential Functions:

• Provide exceptional service to customers visiting the express service lane.
• Greet customers promptly, assess their needs, and clearly explain service options, pricing, and timelines.
• Oversee the express service process, ensuring vehicles are checked in, serviced, and returned to customers promptly. Manage the flow of service work to maximize efficiency and minimize wait times.
• Conduct thorough vehicle inspections to identify and recommend necessary maintenance or repairs.
• Advise customers on the benefits of additional services and upsell where appropriate.
• Collaborate with service technicians and other staff to ensure that all services are performed correctly and on schedule.
• Communicate any special instructions or service needs to the team.
• Maintain accurate records of service orders, parts used, and customer interactions. Ensure all documentation is complete and complies with company policies.
• Handle customer complaints or issues related to service quality or delays.
• Work to resolve problems quickly and effectively, aiming to exceed customer expectations.
• Promote service specials, warranties, and other products to customers.
• Drive a customer's vehicle to verify certain issues or to ensure that the vehicle is operating correctly before or after the service. This could include checking for noises, vibrations, or any specific complaints the customer has raised.
• Moving vehicles around the service area or shop to reposition them for further work or to make space for other vehicles.
• Utilize knowledge of current promotions to drive sales and improve customer satisfaction.
• Assist in training and mentoring junior service advisors and new team members.
• Share best practices and provide support to enhance team performance.
• Process transactions, manage service invoices, and handle cashier duties as required.
• Ensure all financial transactions are accurately recorded.
• Maintain satisfactory attendance.

• Perform other related duties as assigned.

Supervisory Responsibilities:

• None.

Qualifications:

Minimum Qualifications:

• Minimum of two years of experience as a service advisor or in a similar customer service role in the automotive industry.
• Valid driver’s license and safe driving record; required to have California driver's license within 30 days following date of hire.
• At least one year of verifiable driving experience.
• Ability to lift up to 15 pounds.
• Ability to perform all essential functions of the job description.

Preferred Qualifications:

• Demonstrated experience in managing express service operations is preferred.
• Previous experience in customer service, retail, or automotive service environments.
• Strong customer service and communication skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Proficiency in using dealership or service management software and standard office equipment.
• Solid understanding of automotive systems and maintenance requirements.
• Familiarity with automotive service procedures, industry standards, and best practices.
• Knowledge of warranty policies and manufacturer guidelines.

Physical Demands:

• Frequently stands, walks, sits; uses hands; frequently reaches with hands and arms; frequently talks and hears.
• Occasionally climbs or balances; occasionally stoops, kneels, crouches, squats or crawls; occasionally lifts up to 15 pounds.
• Prolonged periods sitting at a desk and working on a computer.

Environment/Noise: 

• Work in both indoor and outdoor settings.
• May involve exposure to varying weather conditions.
• Typically sits at a desk or workstation.
• Climate controlled.
• Noise level is moderate.

Employee Benefits Include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employer Paid Life Insurance
• Employer Paid AD&D
• 401k (with Employer match)
• Vacation Package
• Tenure recognition and awards
• Vehicle Purchase Discount Program
• Vehicle Service Discount Program
• Golf Benefits at Maderas Golf Club (subject to qualification)

If you receive an offer of employment, it will be a conditional offer contingent on the successful completion of a pre-employment drug screen and background check.

Sunroad is committed to providing reasonable accommodations to qualified individuals with disabilities to ensure equal employment opportunities and access to all programs, services, and activities. If you require accommodations to participate in the application process or to perform the essential functions of the job, please contact the HR Department to discuss your needs confidentially. We will work with you to identify appropriate accommodations based on your specific circumstances and in compliance with applicable laws.

We are an Equal Opportunity Employer (M/F/D/V) and maintain a drug-free workplace. If you receive an offer of employment, it will be a conditional offer contingent on the successful completion of a pre-employment drug screen and background check.

Sunroad is an Equal Employment opportunity and Affirmative Action Employer. We are committed to providing equal opportunity in all of our employment practices, including selection,  race (including traits historically associated with race such as hair texture and protective hairstyles such as braids, locks, and twists); religion; religious creed; religious dress/grooming; color; age (40 and over); sex; sexual orientation; gender; gender identity (meaning a person’s identification as male, female, a gender different from the person’s sex at birth, or transgender); gender expression (including a person’s gender-related appearance or behavior, whether or not stereotypically associated with the person’s sex at birth); national origin; ancestry; citizenship status; uniform service member status; military or veteran status; marital status; pregnancy; childbirth; medical conditions related to pregnancy, childbirth, or breast feeding; medical condition (including cancer related or HIV/AIDS related); handicap; physical disability; mental disability; genetic characteristics; genetic information; or any other protected status in accordance with the requirements of all federal, state and local laws.  Our Equal Employment Opportunity Policy applies equally to interns and volunteers.