Experienced Service Advisor - Mazda Springfield

Balise Auto; Springfield (MA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Life insurance

Disability insurance

401(k) with company match

Flexible spending accounts

Paid Time Off

Job summary

Balise Auto is seeking a Service Advisor to deliver outstanding customer service, greet customers professionally, and identify and communicate repair needs based on multi-point inspection. You will act as the liaison between customers and technicians to ensure understanding of services and costs, and you’ll guide customers through the repair and payment process.

The role emphasizes accurate estimates, signing off on repair orders, and providing future recommendations while keeping customers

Qualifications

• Willingness to provide exceptional customer service.
• Ability to clearly explain service options and costs.
• Experience communicating with technicians to resolve issues.
• Familiarity with the multi-point vehicle inspection process.

Responsibilities

• Answer incoming calls in a welcoming, professional manner.
• Identify customer concerns and offer resolution options.
• Explain recommended service items and associated costs.
• Obtain signed repair orders and communicate findings to customers.
• Follow up with customers during repair/servicing and deliver vehicles after service.

Skills

Customer service

Communication

Sales

Problem solving

Multi-point inspection understanding

Tools

CDK system

iPad usage

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 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 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