Automotive service advisor

Meineke Car Care Center; Phoenix (AZ); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Employee discounts

Free uniforms

Profit sharing

Job summary

Meineke Car Care Center is seeking a Service Advisor to prioritize customer satisfaction and guide them through inspection results and approved repairs. You will build complete repair estimates using Mkey, Job Builder, and ISE, track parts and invoices, and adhere to Meineke procedures from welcome to checkout.

The role emphasizes sales targets, phone etiquette, team collaboration, and center upkeep, with opportunities to advance as Lead Service Advisor supporting shop management.

Responsibilities

• Prioritize customers in every interaction, striving to exceed their expectations.
• Maintain a positive atmosphere—accommodate customers and ensure their satisfaction.
• Adhere to Meineke procedures for welcoming customers, gathering information, explaining the inspection process, and obtaining signed work orders before commencing any work.
• Educate customers on inspection results, communicate the benefits and value of any necessary work, answer questions, and perform needed repairs according to Meineke protocols.
• Follow Meineke procedures for customer check-out, including reviewing work done, seeking feedback, scheduling follow-ups, and informing customers about the CSI program.
• Proactively communicate with customers throughout their visits, keeping them informed and managing issues as they arise.
• Aim to achieve a 70% email collection rate.
• Meet weekly and monthly personal sales targets.
• Contribute to the overall center sales goals.
• Conduct role‑playing presentations with team members before presenting to customers.
• Always adhere to Meineke phone procedures, including daily role‑playing to maintain skills.
• Regularly review recorded calls to identify areas for improvement.
• Assist in training and role‑playing with other team members as needed, helping others stay proficient.
• Possess comprehensive knowledge of Mkey to efficiently build complete repair tickets.
• Utilize Job Builder, sales packages, and ISE to construct thorough estimates for all work recommended by technicians.
• Prepare complete repairs, incorporating all relevant parts, services, accessories, and labor to protect the customer's investment and ensure proper vehicle system functionality.
• Order parts from approved vendors promptly, track arrival, and verify with technicians to ensure accuracy. Assign invoices to the correct RO numbers.
• Ensure full documentation on every ticket, including inspection sheets, estimates, work orders, final invoices, battery test forms, etc.
• Work proactively to maintain a clean, comfortable, and professional center image at all times.
• Assist with regular center maintenance as needed.
• Manage cores, returns, inventory deliveries, and other upkeep tasks as requested.
• Perform closing duties as required, including closing the day in Mkey, bank deposits, cash audits, etc.
• Be a team player and help others achieve their goals.
• Take initiative on tasks that need to be done without waiting to be asked.
• Train and teach new team members as necessary.
• Contribute to a positive and productive team environment.
• Follow all center policies and procedures.
• Perform any additional tasks as requested.
• Assist the Shop Manager with back‑office and financial tasks, including maintaining accurate daily records of customer transactions and daily center business, ensuring easy access at any time.
• Track cores, returns, labor warranty claims, and other vendor financials daily to ensure accuracy and manage margins.
• Resolve any outstanding customer issues or complaints satisfactorily.
• Manage the daily customer callback process to ensure calls are being made and appointments are being set.
• Monitor online reviews and Meineke CSI scores regularly; follow up on outstanding issues and train team members on areas for improvement.
• Assist the Lead Technician in ensuring the shop runs efficiently.

Job description

Benefits:

• Dental insurance
• Employee discounts
• Free uniforms
• Health insurance
• Profit sharing

Service Advisor Duties A

Customer Service

Prioritize customers in every interaction, striving to exceed their expectations.

• Maintain a positive atmosphere—find ways to accommodate customers and ensure their satisfaction.
• Adhere to Meineke procedures for welcoming customers, gathering information, explaining the inspection process, and obtaining signed work orders before commencing any work.
• Educate customers on inspection results, communicate the benefits and value of any necessary work, answer questions, and perform needed repairs according to Meineke protocols.
• Follow Meineke procedures for customer check-out, including reviewing work done, seeking feedback, scheduling follow-ups, and informing customers about the CSI program.
• Proactively communicate with customers throughout their visits, keeping them informed and managing issues as they arise.
• Aim to achieve a 70% email collection rate.

Sales

Meet weekly and monthly personal sales targets.

• Contribute to the overall center sales goals.
• Conduct role‑playing presentations with team members before presenting to customers.

Phone Procedures

Always adhere to Meineke phone procedures, including daily role‑playing to maintain skills.

• Regularly review recorded calls to identify areas for improvement.
• Assist in training and role‑playing with other team members as needed, helping others stay proficient.

Building Estimates

Possess comprehensive knowledge of Mkey to efficiently build complete repair tickets.

• Utilize Job Builder, sales packages, and ISE to construct thorough estimates for all work recommended by technicians.
• Prepare complete repairs, incorporating all relevant parts, services, accessories, and labor to protect the customer's investment and ensure proper vehicle system functionality.
• Order parts from approved vendors promptly, track arrival, and verify with technicians to ensure accuracy. Assign invoices to the correct RO numbers.
• Ensure full documentation on every ticket, including inspection sheets, estimates, work orders, final invoices, battery test forms, etc.

Center Upkeep

Work proactively to maintain a clean, comfortable, and professional center image at all times.

• Assist with regular center maintenance as needed.
• Manage cores, returns, inventory deliveries, and other upkeep tasks as requested.
• Perform closing duties as required, including closing the day in Mkey, bank deposits, cash audits, etc.

Teamwork

Be a team player and help others achieve their goals.

• Take initiative on tasks that need to be done without waiting to be asked.
• Train and teach new team members as necessary.
• Contribute to a positive and productive team environment.

Additional Duties

Follow all center policies and procedures.

• Perform any additional tasks as requested.

Lead Service Advisor Responsibilities (Everything above plus below duties)

• Assist the Shop Manager with back‑office and financial tasks, including maintaining accurate daily records of customer transactions and daily center business, ensuring easy access at any time.
• Track cores, returns, labor warranty claims, and other vendor financials daily to ensure accuracy and manage margins.
• Resolve any outstanding customer issues or complaints satisfactorily.
• Manage the daily customer callback process to ensure calls are being made and appointments are being set.
• Monitor online reviews and Meineke CSI scores regularly; follow up on outstanding issues and train team members on areas for improvement.
• Assist the Lead Technician in ensuring the shop runs efficiently.