Service Advisor - Metro Toyota

DeNooyer Automotive Family; Kalamazoo (MI); On-site; USD 42,000 - 62,000; Full time

Job summary

DeNooyer Automotive Family in Kalamazoo, MI is seeking a Service Advisor to schedule work, communicate customers’ concerns to technicians, and deliver an exceptional service experience.

You will use dealership software to create repair orders, quote labor and parts, follow up with customers, coordinate with the service team, and ensure timely vehicle delivery.

Qualifications

• Minimum high school diploma or equivalent.
• Ability to maintain a positive attitude.
• Valid Michigan driver’s license and an insurable driving record.
• Ability to read, speak and write English in order to fulfill job functions in an understandable way.
• Ability to operate a computer, tablet, and telephone system.

Responsibilities

• Greet customers in a timely and friendly manner.
• Perform walk around with the customer on their vehicle.
• Schedule appointments using dealership software.
• Utilize dealer management system for repair order creation, booking, and cashiering.
• Actively listen to customers to determine the customer’s concerns and identify preventative maintenance needs.
• Obtain and record accurate customer and vehicle data.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus and the dealer management system.
• Address manufacturer warranty and recall concerns in accordance with manufacturer policy and procedures.
• Work proactively with the sales department when a customer indicates interest in obtaining a new or used vehicle.
• Maintain dealership performance standards for hours per repair order, maintenance recommendations, and customer retention.
• Ensure that all documents are accounted for and signed as required.
• Maintain effective communication with technicians to understand vehicle and customer needs.
• Support departmental sales, gross profit, productivity, and customer satisfaction objectives established by the Service Director.
• Comply and adhere to parts and labor pricing as established by management.
• Provide and communicate estimates for labor and parts to the customer in a timely fashion.
• Establish “time promised” and communicate any deviations in a proactive manner.
• Follow up with progress of repair and any changes.
• Compare final invoice with original repair order.
• Deliver vehicle to customer and answer any questions.
• Achieve and maintain manufacturer certifications.
• Utilize phone, text, email, and dealership communication tools to provide proactive updates throughout the repair process.

Skills

Positive attitude

English proficiency

Computer literacy

Valid driver\'s license

Education

High School Diploma or equivalent

Job description

POSITION SUMMARY: Service Advisors are responsible for scheduling work in the service department, communicating customers' concerns to technicians and dispatch personnel, recommending maintenance and repair services, and ensuring an exceptional customer experience through accurate communication, proactive follow-up, and timely vehicle delivery.

REPORTS TO: Service Director

POSITION TYPE: Full-time

POSITION REQUIREMENTS

• Minimum high school diploma or equivalent
• Ability to maintain a positive attitude
• Valid Michigan driver’s license and an insurable driving record
• Ability to read, speak and write English in order to fulfill job functions in an understandable way
• Ability to operate a computer, tablet, and telephone system

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Greet customers in a timely and friendly manner
• Perform walk around with the customer on their vehicle
• Schedule appointments using dealership software
• Utilize dealer management system for repair order creation, booking, and cashiering
• Actively listen to customers to determine the customer’s concerns and identify preventative maintenance needs
• Obtain and record accurate customer and vehicle data
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus and the dealer management system
• Address manufacturer warranty and recall concerns in accordance with manufacturer policy and procedures
• Work proactively with the sales department when a customer indicates interest in obtaining a new or used vehicle
• Maintain dealership performance standards for hours per repair order, maintenance recommendations, and customer retention
• Ensure that all documents are accounted for and signed as required
• Maintain effective communication with technicians to understand vehicle and customer needs
• Support departmental sales, gross profit, productivity, and customer satisfaction objectives established by the Service Director
• Comply and adhere to parts and labor pricing as established by management
• Provide and communicate estimates for labor and parts to the customer in a timely fashion
• Establish “time promised” and communicate any deviations in a proactive manner
• Follow up with progress of repair and any changes
• Compare final invoice with original repair order
• Deliver vehicle to customer and answer any questions
• Achieve and maintain manufacturer certifications
• Utilize phone, text, email, and dealership communication tools to provide proactive updates throughout the repair process

OTHER DUTIES AND RESPONSIBILITIES

• Understand and follow federal, state, and local regulations such as those concerning the disposal of hazardous wastes, OSHA right-to-know, etc.
• Follow up with customers after visits
• Maintain follow-up program on additional items found in need of repair or any other declined services
• Be responsible for quality control, to ensure that work is completed as requested and to reduce comebacks
• Relate positively and courteously with diverse groups of people (customers, visitors, and staff)
• Encourage a positive and upbeat team environment
• Assist co-worker’s customers when necessary to ensure an optimal customer experience
• All other duties as assigned

SUPERVISORY RESPONSIBILITIES

N/A

PHYSICAL AND ENVIRONMENTAL DEMANDS

• Fast-paced environment
• Ability to work in the service drive which may experience, but is not limited to conditions such as: varying temperatures, noise, dust, and exhaust fumes
• Ability to work weekends
• Ability to stand for several hours at a time
• Ability to lift 50 pounds

Metro Toyota offers services and employment opportunities without regard to race, color, religion, national origin, sex, age, height, weight, marital status, disability, veteran status, citizenship, or any other legally protected characteristic.