Automotive Service Advisor, Kia

Balise Auto Group; West Springfield (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Balise Auto Group is hiring a Service Advisor to deliver exceptional customer service and act as the liaison between customers and technicians. You will greet customers, identify and resolve concerns, and communicate pricing and recommended services based on multi-point inspections.

You will obtain repair orders, write clear estimates, and drive the customer delivery experience, ensuring satisfaction from start to finish.

Qualifications

• Experience in delivering excellent customer service in a fast-paced environment.
• Strong communication skills to clearly translate customer needs to technicians.
• Ability to manage time and organize repair orders efficiently.
• Comfort with using a vehicle multi-point inspection process and pricing.

Responsibilities

• Answer incoming calls in a welcoming, professional manner.
• Identify and communicate customer concerns and proposed resolutions.
• Explain manufacturer maintenance items and associated costs.
• Walk around vehicle with customer to assess needs and obtain repair orders.
• Prepare accurate repair orders and upload in Tekion system.
• Provide estimates and obtain approvals for findings and prices.
• Follow up with customers during repair and present final recommendations.
• Process payments and deliver the vehicle with a clear service explanation.

Skills

Customer service

Communication skills

Time management

Problem solving

Tools

Tekion system

iPad

Basic computer skills

Job description

Service AdvisorThe 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 DutiesAnswer 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 Tekion 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 ExpectationsCustomer Satisfaction Index At region or aboveHours per repair ordermonthly averaging two hours per repair orderAdditional 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 hearWhile 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 poundsBenefits Include:Health, dental, life and disability insurance401(k) with company matchFlexible spending accountsPaid Time-OffCommunication 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