Experienced Service Advisor - Mazda Springfield

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

Benefits offered by this job

Health insurance

401(k) with company match

Paid Time-Off

Job summary

Balise Motor Sales is seeking a Service Advisor at Mazda West Springfield in Springfield, MA. The role focuses on delivering exceptional customer service, guiding customers through maintenance needs, and communicating findings between customers and technicians.

The candidate will greet customers, provide accurate estimates, obtain approvals, and ensure repairs are completed with clear explanations of costs and future recommendations.

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

Responsibilities

• Answer incoming telephone calls in a welcoming and professional manner.
• Greet customers in a welcoming and professional manner.
• Identify, confirm, and offer resolution to customer concerns.
• Communicate with technicians/dispatchers to understand services required and performed.
• Follow up with customers during the repair/servicing of the vehicles.
• Receive and process cash or credit payments for all services performed and complete payment and repair order conciliation reports.

Skills

Communication

Time management

Typing

Mathematics

Basic computer skills

Tools

CDK system

iPad

Job description

Job Details: Job Location: Mazda West Springfield - Springfield, MA 01105, 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