Automotive Service Advisor, Honda

Balise Motor Sales; West Springfield (MA); On-site; USD 40,000 - 100,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Flexible spending accounts

Paid time off

Job summary

Balise Motor Sales in West Springfield, MA is hiring a Service Advisor to deliver exceptional customer service and coordinate between customers and technicians. The role emphasizes accurate estimates, clear communication, and thorough follow-through on service recommendations.

You will greet customers, identify needs, obtain approvals, write repair orders in CDK, and ensure timely vehicle delivery with clear explanations of service performed and future recommendations.

Qualifications

• Clear communication with customers is required.
• Strong time management to handle multiple repair orders.
• TypING speed to enter repair orders accurately.
• Basic math skills to calculate service estimates.
• Proficiency with basic computer tasks.

Responsibilities

• Answer incoming calls in a welcoming, professional manner.
• Greet customers and identify/resolve concerns.
• Explain service needs, costs, and maintenance items.
• Conduct vehicle walk-arounds with customers.
• Obtain signed condition reports and repair orders.
• Explain multi-point inspection results to customers.
• Write repair orders using the CDK system.
• Provide estimates and obtain approvals for services.
• Deliver completed vehicles and explain completed work.
• Communicate status with customers during service.

Skills

Communication

Time management

Typing

Mathematics

Computer basics

Tools

CDK system

Job description

Job Details: Job Location: Honda West Springfield - West Springfield, MA 01089, Salary Range: $40,000.00 - $100,000.00 Base+Commission/year, Service Advisor

The Service Advisor is responsible for providing excellent customer service, remembering that our customers' perspectives come first. This individual presents a welcoming, professional greeting to customers and helps identify, confirm, and offer resolution to customer concerns. The Service Advisor has a sincere desire to serve our customers. The Service Advisor finds and communicates additional repair and service needs to customers based on multi-point vehicle inspection. Serves as the communicator between customer and technician, ensuring the customer’s needs are understood by the technician and the required and recommended service/repairs are understood by the customer.

The Service Advisor reports to the Assistant Service Manager and Service Manager for day-to-day issues.

Job Description:

Essential Functions and Duties

• Answer incoming telephone calls in a welcoming and professional manner.
• Follow the Initial Customer Contact:
  • Greet customers in a welcoming and professional manner.
  • Identify, confirm, and offer resolution to customer concerns.
  • Communicate with the customers what needs to be done according to the manufacturer's recommended service maintenance items and explain the cost.
  • Assess customer needs by conducting a vehicle walk-around with the customer.
  • The company iPad was used to check the condition of the vehicle. They identified dents, dings, and scratches with the customer and obtained a signed condition report.
  • Attain a signed Repair Order from customers for the services requested.
  • Explain the multi-point inspection process.
  • Write complete and accurate repair orders using the CDK system.

Customer Contact process:

• Provide estimates that are accurate and support upfront pricing.
• Obtain approval to review findings of multi-point inspection and associated prices.
• Obtain approval to proceed with Additional Service Requests.
• Return repair orders to the dispatcher or technician to complete the requested work immediately.
• Communicate with technicians/dispatchers to clearly understand the services required and performed.
• Follow up with the customers during the repair/servicing of the vehicles so they are aware of the status.

Follow the Customer Delivery process:

• Receive and process cash or credit payments for all services performed and complete payment and repair order conciliation reports.
• Upon completion of service, promptly and professionally deliver the vehicle to the customer.
• Final Repair order explanation of services completed and future recommendations for services explained.

Performance Measurements – Performance Expectations

• Customer Satisfaction Index At region or above
• Hours per repair order monthly averaging two hours per repair order
• Additional Service Request (ASR) penetration 35% or above.
• Effective Labor Rate: Maintain an effective labor rate of 85% of the door rate.

Environmental & Physical Requirements:

• While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers to feel and handle, reach with arms and hands, talk, and hear
• While performing the duties of this job, the employee may incidentally be required to stoop, kneel, and crouch, lift weight, or exert a force up to a maximum of 25 pounds

Benefits Include:

• Health, dental, life and disability insurance
• 401(k) with company match
• Flexible spending accounts
• Paid Time-Off

Qualifications:

• Communication skills – communicates effectively with others.
• Time management – managing one’s own time and the time of others.
• Typing – the ability to type efficiently to enter repair orders.
• Mathematics – calculating service costs and counting change.
• Basic computer skills