Service Advisor

Description

At Columbia Gorge Motors, part of Teton Auto Group, we are committed to an environment where the customer is always treated with respect and dignity. Growth is encouraged through diligence, teamwork & creativity. Above all, there is the highest standard of honesty and integrity when conducting business. If you have an interest in automotive and a desire to develop a career in the industry, apply today!

What We Offer 

• Medical, Dental & Vision Insurance 
• 401K Plan 
• Paid time off and vacation
• Growth opportunities 
• Paid Training
• Employee vehicle purchase plans
• Long term job security
• Health and wellness 
• Discounts on products and services

Job Summary: The Service Advisor is the dealership's first-line customer relations and service sales representative. The main job functions include satisfying customer and vehicle related concerns, meeting predetermined sales objectives, and thoroughly and accurately perform designated administrative activities. The Service Advisor acts as an assistant to the service manager by working with the team leader to co-manager their group of technicians.

Requirements

Responsibilities: Each Job Responsibility is listed below in no order of importance, notice some tasks are ongoing throughout.

Customer Relations

• Greet customers promptly and efficiently in person and on the phone while utilizing MAGIC
• Maintain a high level of cleanliness, grooming, and uniform appearance.
• Conduct all business with sincerity, honesty, and genuine concern for customers
• Listen to customer’s description of the problems or services needed to determine the type of service or repairs required, and prepare estimates and invoices for repairs and parts
• Offer logical diagnostic services or repairs to satisfy the customers’ concerns
• Provide accurate estimates for all the services or repairs recommended
• Handle minor customer complaints and/or misunderstandings with courtesy, tact, and in a manner that does not further aggravate the problem
• Perform walk around on customer’s vehicle with customer present
• Write a brief description of the problem on the repair order to help the technician locate the problem
• Communicate vehicle promise time to customer when checking them in
• Explain thoroughly to customer all completed work and any recommendations technician may have, go over 120-point inspection with explanation
• Collect payment from customer
• Act as a liaison between customer and manufacturer representatives and technicians
• Track repair orders, parts requests, unsold repairs
• Perform timely follow up with customer
• Personally, turn customers over to the service manager or other designated management representatives with complaints that cannot be satisfied at the ASM level
• Answer incoming telephone calls promptly, courteously, and make every effort to satisfy the caller’s inquiry.
• Strive to make sure that every customer is very satisfied with the level of service offered by the dealership. Maintain CSI ratings at or above the levels designated by management.
• Ensure timely and accurate completion of repair orders and completed work
• Schedule appointments, answer any questions customer may have regarding repairs or maintenance that are needed
• Maintain manufacturer certification as required

Service Sales

• Sell the proper repairs and/or services responsive to the customer’s perceived needs
• Present a service menu of recommended maintenance services to every service customer
• Make a genuine effort to sell the maintenance services due on every service customer’s vehicle according to eh “Active Customer Reception” process
• Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guides
• Give every customer an accurate estimate at the same time that the quick write sheet is initially written. Provide them with an estimate copy of the quick write sheet with a business card attached.
•  Obtain the customer’s written approval on all quick write sheets at the time of write-up or on the repair order when closing the repair order for additional add-on sales
• Obtain properly documented telephone approval for all add-on sales when the customers are not at the dealership
• Meet or exceed sales objectives set by management (see below)
• Group productivity objective – 125%
• Repair orders per day – 16-18 total
• Hours per repair order – 2.3-2.8 (customer pay)
• Items per repair order – 3-3.5
• One item repair orders – 10% max
• Percent of maintenance – 70%
• Percent of repair – 30%
• Menu sales – 5 per day
• Effective labor rate – within 10% of posted rate

Administration

• Determine responsibility for payment of requested repairs and/or services. If the customer is requesting warranty or service contract coverage; verify component eligibility, provide proper documentation, and obtain authorization
• Write repair orders that are legible, complete, accurate, and properly documented. Provide clear explanations for the condition, cause, and remedy regardless of the repair type. Obtain the customer’s signature (authorization) on every repair order
• Separate and distribute repair order copies according to department policy
• Properly document all repair order changes. Obtain management authorization for any voided repair orders
• Carefully inspect every finished repair order for proper completion of the requested repairs and/or services, technician explanation, pricing accuracy, and legibility
• Verify the flat rate hours for each operation and make sure that the technician’s time flag corresponds with the work performed
• Maintain a service appointment log and a service production schedule (route sheet) on a thorough, accurate and continuous basis
• Maintain a record of all carryover vehicles. Note the reason for the carryover and the estimated time of completion on the daily service production schedule
• Maintain a special-order parts tracking file and monitor the daily status. Contact customers as soon as their special-order parts arrive and schedule an appointment to have them installed
• Perform other specific administrative functions as directed by service management
• Maintain assigned work station in an organized and clean manner. Assist management in keeping the service reception area clean, neat, and orderly at all times
• Assist the group leader in co-managing the group. Conduct group meeting as necessary to make sure all group members comply with the established policies and procedures
• Give management continual feedback concerning the performance of each group member. Provide the service manager with constructive feedback for annual employee performance appraisals.

Communication

• Provide additional vehicle problem/complaint information to the technical staff as needed
• Maintain communication with the group leader and technicians regarding job status changes
• Remain continuously posted on the group’s work load to determine the kind of work the group can accommodate
• Inform the sales manager of potential new or used vehicle sale customers
• Confirm service appointments by telephone the day before the customer’s scheduled arrival. Prepull the customer’s service history file when necessary (e.g. comeback, questionable maintenance history, etc.)
• Contact all service customers when their vehicle’s work is finished and review the completed repair order and total charges
• Advise all warranty customers that they may be receiving a service survey from the Dealership/Manufacturer. Review a copy of the survey with the customer and advise them of the survey’s intent. Ask the customer to check the “highest level” boxes and deal with any concerns they may have
• Inform management of any situation or event that could interfere with established objectives, standards, or company policies.
• Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers.

Physical Demands/Requirements

• Standing: Must be able to work in a standing position up to 10 hours per day in 4-hour intervals on concrete and asphalt surfaces
• Sitting: Seating is available at the ASM work station and can be utilized during the slower periods of the day while conducting phone calls and paper work functions. Seating time will vary from 10-70% based on the daily work load
• Walking: Various tasks will require walking as much as 100 yards on concrete or asphalt surfaces. 30-40% of the day will require walking in multiple increments
• Changing Positions: Flexibility is allowed in making frequent position changes (standing, sitting, walking) as necessary to physically perform routine tasks
• Carrying/Lifting: 30-40% of the day will be spent carrying objects that weigh less than 10 lbs. Less than 1% of the day will be spent lifting objects that weigh over 10 lbs. but not more than 50 lbs. These objects may come in various shapes and sizes. If the object is too bulky or heavy, seek assistance
• Pushing/Pulling: ASMs will occasionally push inoperative vehicles in and out of parking spaces or work stalls. This function will always be assisted by other service employees; therefore, it will not require more than 50 lbs. of torque or effort
• Bending/Twisting: Certain tasks will require the ASM to bend and/or twist from either waist, knees, neck, back, or arms (e.g. getting in and out of vehicles, visually inspecting vehicles, etc.). These functions are necessary 20-25 times per day. 10-15% of the day will require bending and/or twisting
• Reaching/Handling: All tasks performed by the ASM will require the use of hands and arms (e.g. computer operation, accessing vehicle engine compartments, writing, answering phones, etc.). 80% of the day will require reaching and/or handling
• Climbing: The ASMs will occasionally be required to go upstairs to the conference room for meetings and/or training sessions. This will involve ascending and descending one flight of stairs
• Crawling/Kneeling: Some crawling and/or kneeling will be necessary to inspect under a vehicle at ground level. This function may be necessary 10-12 times a day in 1-5 minute increments

Note: This is intended to be an accurate reflection of the current job and expectations required of this position. There may be a need to do other activities as directed by management or in an emergency.

Skills Required:

• To perform this job successfully, this individual must be able to perform each essential duty satisfactory.
• High school diploma/GED required
• Extensive knowledge of automotive industry and parts
• Excellent communication and organizational skills
• Ability to communicate equally well with technicians, customers and senior management

Teton Auto Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, creed, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, marital status, genetic information, or any other status protected under applicable federal and state law.