Automotive Experienced Service Advisor

LaFontaine Ford Lansing; Lansing (MI); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Employee discounts

Benefits package

401(k) match

Paid time off

Holiday savings

Pet insurance

Voluntary benefits

Referral program

Job summary

LaFontaine Ford Lansing is seeking an Automotive Service Advisor to schedule service work, greet customers, and upsell services. You will manage repair orders, provide estimates, and maintain CSI standards in a fast-paced service department.

Ideal candidates have experience with Reynolds & Reynolds, strong communication skills, and a customer-focused approach. Join a family-oriented company with comprehensive benefits and growth opportunities.

Qualifications

• Prior Ford product knowledge.
• Experience with Reynolds & Reynolds.
• Problem solving.
• Documentation and repair order entry.
• Strong computer skills and web navigation.
• Excellent written and verbal communication.
• Customer-focused.
• Ability to overcome objections.
• Positive attitude.
• Team player.
• Excellent communication skills.

Responsibilities

• Maintain CSI rating as set by service manager.
• Maintain hours-per-repair-order targets.
• Greet customers, obtain vehicle data, determine mechanical problems.
• Test-drive vehicle as necessary.
• Advise customers on car care per manufacturer specs.
• Inspect under the hood for additional repairs.
• Provide clear repair instructions and keep handwritten notes legible.
• Notify dispatcher of incoming work and obtain approvals for estimates.
• Establish payment method and obtain credit approval if needed.
• Obtain customer signature on repair order and provide copy.
• Follow up on repair progression and communicate changes to customers.
• Handle inquiries about work and appointments.
• Compare final invoice with original repair order.
• Analyze QC reports to minimize comebacks.
• Deliver vehicle and answer questions.
• Maintain follow-up for additional items found.
• Build relationships to encourage repeat/referral business.
• Keep work and waiting areas clean.

Skills

Ford product knowledge

Reynolds & Reynolds experience

Problem solving

Documentation/RO entry

Computer proficiency

Communication skills

Customer-focused

Objection handling

Positive attitude

Team player

Excellent communication

Education

High School Diploma or GED

Fleet/Commercial Accounts experience

Tools

Reynolds & Reynolds

Job description

AUTOMOTIVE SERVICE ADVISOR

Are you interested in joining a growing business that is committed to family, promotes employees from within, is Passionate about protecting the environment, has an inspiring company culture, and is actively involved with the community and local charities? If so, this opportunity might be for you!

THE POSITION:

The Service Advisor is responsible for scheduling service work in the service department and for selling additional services to customers.

THE PERKS:

• Competitive Compensation
• Employee Referral Program
• Employee Discounts on Sales and Service
• Benefits Package (Medical, Dental, Vision, Employer Paid Life/AD&D, Employee Assistance Program, Pet Insurance)
• Voluntary Benefits (Flexing Spending Account, Life/AD&D, Short-Term and Long-Term Disability, Critical Illness, Accident Insurance, Legal & Identity Theft Protection)
• 401(k) and Employer Match
• Holiday Savings Program with Employer Match
• Paid Time Off
• Holiday Pay

Skills & Qualifications:

• Piror knowledge on Ford products.
• Prior Experience with Reynolds & Reynolds.
• Problem Solving
• Documentation and Repair Order Entry.
• Solid knowledge of computers and proficient in web navigation.
• Strong written and verbal communication skills.
• Customer focused.
• Ability to overcome objections.
• Positive Attitude
• Team Player
• Excellent communication skills.

Education and Experience:

• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• High School Diploma or GED.
• Experience in Fleet/ Commercial Accounts

Essential Duties & Responsibilities:

• Maintain Customer Satisfaction Index (CSI) rating as set by service manager.
• Maintain the prescribed standard for “hours per customer repair order written.”
• Greet customers in a timely, friendly, and professional manner. Let customers who are waiting know that they will be helped soon. Communicate with customers to determine the nature of their mechanical problem(s). Obtain accurate customer and vehicle data.
• Test-drive vehicle as necessary.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with the manufacturers’ specifications.
• Lift the hood of every vehicle and look underneath for potential additional repair needs.
• If additional work is needed, clearly explain the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders must be legible.
• Notify dispatcher of incoming work.
• Provide estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later for approval.
• Establish each customer’s method of payment. Obtain approval of credit, if necessary.
• Obtain customer’s signature on repair order; provide customer with a copy.
• Follow up progress of each repair order during the day. Contact customer by telephone regarding any changes in the estimate of time promised. Record changes on repair order in the approved manner.
• Handle telephone inquiries regarding work in process and appointments.
• Compare final invoice with original repair order.
• Analyze quality control report to ensure that work is completed as requested to reduce comebacks.
• Deliver vehicle to customer and answer any questions.
• Maintain follow up program on additional items found in need of repair.
• Establish and maintain good working relationships with customers to encourage repeat and referral business.
• Ensure that work areas and customer waiting areas are kept clean.

Physical Requirements:

• Occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• Regularly required to stand, talk, and hear.
• Frequently is required to walk and sit.
• Is potentially exposed to exhaust fumes or other airborne particles.
• Occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and peripheral vision.

THE COMPANY:

Founded in 1980 by Michael Sr. and Maureen LaFontaine, the award-winning and nationally-recognized LaFontaine Automotive Group includes 54 retail franchises, 9 collision centers and 34 Michigan retail locations. The group employs nearly 2,500 individuals. It’s the mission of the LaFontaine Family to personalize the automotive experience by building lifelong relationships that connect families and strengthen communities. The LaFontaine commitment to customers, staff, and local communities is demonstrated by active participation and contributions to numerous non-profit organizations, educational institutions, and charities throughout southeast Michigan. The combination of both the mission and core values provides the basic foundation of our promise … to treat every customer like they are members of our family. From sales to service to parts, LaFontaine Automotive Group is able to meet any customer’s specific needs. LaFontaine represents the following brands: Buick, Cadillac, Chevrolet, Chrysler, Dodge, Ford, Fiat, Genesis, Honda, Hyundai, Jeep, KIA, Lincoln, Mazda, RAM, Polestar, Subaru, Toyota, Volvo, and Volkswagen. The LaFontaine Family Deal; it’s not just what you get, it’s how you feel. Visit www.familydeal.com for additional details.

Our Mission:

To Build Lifelong Relationships that Connect Families, Strengthen Communities, and Personalize the Automotive Experience.

Our Core Values:

Accountability, Responsibility, Respect, Communication, Teamwork, Passion.

LaFontaine Automotive Group is an equal opportunity employer.

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