Automotive service advisor

Meineke Car Care Centers; Phoenix (AZ); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading automotive service company is seeking a Lead Service Advisor to join their team in Phoenix, Arizona. You will be responsible for ensuring customer satisfaction, managing service operations, and leading team performance. This role requires strong communication skills, the ability to handle customer issues effectively, and teamwork to maintain a productive environment. A competitive salary and opportunities for growth are offered.

Qualifications

• Excellent customer service skills and ability to exceed customer expectations.
• Ability to train and teach new team members effectively.
• Comprehensive knowledge of Mkey for ticket creation.

Responsibilities

• Prioritize customer interaction and satisfaction throughout the service process.
• Manage daily operational tasks and assist the Shop Manager as needed.
• Resolve customer complaints and ensure positive service experiences.

Skills

Customer service

Communication

Teamwork

Sales skills

Problem-solving

Tools

Mkey

Job Builder

Job description

• 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.
• 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.
• 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.

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