Customer-First Auto Service Advisor

LeadCar Toyota Wausau; Town of Wausau (WI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

401K Plan

Accident Insurance

Life Insurance

Short- and Long-Term Disability

Critical Illness Insurance

Paid Time Off

Holiday Pay

Employee Referral Program

Employee Discounts

Ongoing training through the Company

Job summary

LeadCar Toyota Wausau is seeking a Service Advisor to set the tone for customer experience in our service department and act as the main point of contact for customers. You will coordinate between technicians and customers, explain service/repairs, and schedule work while maintaining high standards of professionalism.

The role requires a strong customer service background, ability to multitask, and effective communication.

Qualifications

• Dealership experience preferred.
• Must have a strong customer service background.
• Must be able to multitask and work in a fast paced environment.
• Must be self motivated, friendly and organized.
• Proficiency with computers including Microsoft Office Suite is required.
• Must be able to communicate well with others and follow directions.
• Must maintain a valid driver’s license.

Responsibilities

• Follows the leadership of the Service Manager.
• Demonstrates courteous behavior to fellow employees and customers and conducts themselves in a professional manner.
• Completes successfully all training and instruction required to maintain certifications established by LeadCar Toyota Wausau and the manufacturer.
• Keeps workspace clean and free from hazardous conditions.
• Informs immediate supervisors of any safety or improper conduct that you may observe.
• Adheres to the policies and procedures of the Employee Handbook.
• Refrains at all times from overselling or using high pressure sales and never sells unneeded repairs.
• Handles telephone inquiries regarding appointments and work in process.
• Maintains high customer satisfaction standards.
• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Takes time with customers to understand their concerns, displays empathy and understanding and always acts in a polite manner.
• Generates repair orders with all fields filled out including both your signature as well as the customer’s signature. Includes emails on all repair orders. Documents all work sold and has the Service Manager authorize any additional work added as well as other labor hours.
• Reviews technicians notes verifying the 3 C’s (Concern, Cause, Correction) have been addressed.
• Completes repair orders when the job is completed and filed.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Establishes customer's method of payment. Obtains credit approval, if necessary.
• Notifies dispatcher of incoming work.
• Reviews the diagnosis and recommendations with the technician to fully understand. Provides a complete and accurate written cost estimate for labor and parts. Addresses the customer’s original concern first at all times.
• Checks on progress of repair throughout the day. Keeps the customer informed when more time is needed or more repairs are needed. Calls when repairs are completed, reviews the repair order with the customer and gives them store hours for pick up.
• Aids the customer in picking up their vehicle when completed by once again reviewing the completed repair order with them so they are able to understand how their money has been spent. Cashes customers out (cash, check or credit card). Asks for a completely satisfied survey from warranty customers.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.
• Keeps service department forms, menus and pricing guides up to date.
• Use appropriate Personal Protective Equipment (PPE) for your position and the job duty at-hand, and promptly notify your supervisor should appropriate PPE be unavailable.
• Report to management any situation, interaction, or condition that jeopardizes the safety, welfare, and integrity of the Company, its personnel, or customers.
• Complete all environmental, health, and safety trainings required by the Company through regularly accessing the appropriate software (KPA, Compli).
• Adhere to all Company and manufacturer policies and programs governing environmental, health, and safety practices.

Skills

Dealership experience

Customer service

Multitasking

Organization

Communication

Self-motivated

Driver's license

Tools

MS Office

Job description

LeadCar Toyota Wausau is seeking a Service Advisor to set the tone for customer experience in our service department and act as the main point of contact for customers. You will coordinate between technicians and customers, explain service/repairs, and schedule work while maintaining high standards of professionalism.

The role requires a strong customer service background, ability to multitask, and effective communication.