Automotive Service Advisor

American Automobile Association, Inc.; Vacaville (CA); On-site; USD 45,000 - 70,000; Full time

Job summary

A prominent company in auto service is seeking a Service Advisor to enhance customer experiences. The ideal candidate will be responsible for managing the workflow of technicians, ensuring timely and accurate service, and delivering courteous communication to our valued members. This role involves significant customer interaction, technical knowledge in auto repairs, and effective organizational skills. Experience in an automotive environment and strong communication abilities are essential for success.

Qualifications

• 3-5 years industry experience in auto repair, service advisor experience preferred.
• Valid driver license and acceptable driving record.
• Automotive Service Excellence certification desired.

Responsibilities

• Interact with members to determine auto repair needs and exceed customer expectations.
• Document repairs and maintain accurate records in the management system.
• Source and estimate all necessary parts for vehicle repairs.

Skills

Organizational Skills

Customer Service

Communication Skills

Math Skills

Computer Skills

Education

High School Diploma or equivalent (GED)

Tools

Shop Management Software

Estimating Software

Job description

Team Member Qualifications
• You have been in your current position for at least six months
• You are currently not on any form of disciplinary action
• You have not been on any form of disciplinary action in the past six months
• You have discussed your interest in applying for this position with your current Manager

Summary
At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.
The Service Advisor focuses on delivering an outstanding member experience as well as facilitating the work flow of technicians. The role encompasses listening and asking the proper questions to ensure the customer’s needs are addressed while maintaining the highest levels of customer satisfaction. This includes delivering courteous service, clearly explaining services and charges, accurate completion of timelines, and delivering quality work. The Service Advisor is responsible for scheduling work, preparing estimates, ordering parts, and coordinating other service activities as well as managing promised times.

Essential Duties
• Responsible for performing all duties necessary to interact with members, determine their perceived auto repair needs and to meet and exceed their expectations of great customer service.
• Accurately document repairs, diagnostic and maintenance work into shop management system
• Ensures all necessary BAR requirements are met in Repair Order preparation and documentation
• Sources and estimates all needed parts for repairs to customer vehicles
• Suggests repairs for safety and improved performance and helps prioritize for customers in order of importance safety, economy, longevity etc.
• Reviews all repairs made to vehicles at point of sale and assures customers have a clear understanding of repairs performed throughout all phases of the transaction including the original estimate through the final payment.
• Performs minimal record keeping and other administrative functions required to support the business
• Note: May require travel to different locations on an as needed basis

Knowledge/Skills/Abilities
• Highly effective organizational skills
• Strong interpersonal and customer service abilities
• Highly proficient verbal and written communication skills in the language(s) required for the role, as justified for business necessity
• Knowledge of shop management and/or estimating software
• Knowledge of parts sourcing and use of online vendor catalogs
• Strong math and computer skills with experience using software applications including word processing, spreadsheets, browsers, and email
• Ability to work scheduled hours as necessitated by business need

Education & Experience / Licenses & Certification
• Valid driver license and acceptable driving record
• High School Diploma or equivalent certification (GED)
• 3-5 years industry experience in auto repair, service advisor experience preferred
• 3-5 years of successful direct customer interaction, auto repair preferred
• Automotive Service Excellence certification desired

Work Environment/Physical Requirements
Standing, bending, kneeling, pushing, sitting for extended periods.

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