Service Advisor

Orange Coast Infiniti; Westminster (CA); On-site; USD 40,000 - 60,000; Full time

Job summary

Orange Coast Infiniti in Westminster, CA, is seeking a highly motivated individual to ensure optimal customer satisfaction in the service department. Responsibilities include analyzing repair progress, delegating tasks to technicians, and maintaining high quality and efficiency. Candidates must demonstrate excellent communication skills and the ability to follow company standards to improve customer experience. The ideal candidate will also be capable of diagnosing vehicle issues and providing clear communication to customers. This role may require evening and weekend hours.

Qualifications

• Ability to read and comprehend instructions and information.
• Professional personal appearance.

Responsibilities

• Determine costs and completion date; communicate repair time to customer.
• Analyze progress to maximize efficiency and maintain high quality of repairs.
• Delegate jobs to technicians based on skill level.
• Diagnose problems correctly and accurately describe on repair orders.

Skills

Excellent communication skills

Ability to meet production and quality standards

Job description

Qualifications

• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• Excellent communication skills.
• Ability to meet company's production and quality standards.

Physical Requirements

• Spend time indoors in air‑conditioned areas.
• Sitting – on a regular basis.
• Standing – on a regular basis.
• Walking – on a regular basis.
• Bending, twisting and/or stooping – on a regular basis.
• Kneeling and/or squatting – on a regular basis.
• Lifting – over 50 lbs, infrequently.
• Reaching and/or lifting overhead – on a regular basis.
• Climbing stairs.
• Repetitive hand/finger movement – on a regular basis.
• Grasping/grabbing with hands – on a regular basis.
• Pushing and pulling – on a regular basis.

General Expectations

• Devote himself/herself to insuring satisfaction to customers.
• Determine management, production and quality requirements by asking questions and listening.
• Attend company meetings as required.
• Maintain a follow‑up system that encourages follow through with assigned projects.
• Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
• Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
• Understand the terminology of the business and keep abreast of technology changes in products and services.
• Know and understand the federal, state and local requirements which govern the company’s business.
• Follow lawful directions from supervisors.
• Understand and follow work rules and procedures.
• Participate in performance management.
• Interact well with others and be a positive influence on employee morale.
• Uphold the company’s non-disclosure and confidentiality policies and agreements.
• Work evening, weekend and holiday work hours as required.

Job‑Specific Expectations

• Determine costs and completion date. Communicate expected repair time to customer.
• Analyze progress to maximize efficiency and maintain high quality of repairs.
• Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources.
• Prior to the start of a repair job, ascertain the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.
• Diagnose problems correctly and accurately describe those problems on the repair order.
• Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction.
• Be available to aid technicians as appropriate if they have having trouble completing service work.
• Produce accurate estimates for wreck and internal repairs.
• Provide cashier transactions when needed.
• Adhere to procedures for timely and proficient dealing of warranty items such as correct storage and labeling.
• Become familiar and proficient with all phases of the computer system needed for parts and service management, developing and maintaining the skills required.
• Start and finalize repair orders for warranty, customer paid, and internal repair.
• Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
• Be polite and friendly and greet customers promptly.
• Conduct telephone transactions courteously, and quickly.
• Provide excellent customer service for all customers whether external and internal.
• Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
• Notify customers promptly regarding any delays, changes, or additional work that is required.
• When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.
• Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate.