Service Advisor/Writer

Rawhide Harley Davidson; Olathe (KS); On-site; USD 42,000 - 66,000; Full time

Job summary

Rawhide Harley-Davidson in Olathe, KS seeks a Service Advisor to handle intake, diagnose needs, and communicate status to customers. You will upsell appropriate services and ensure accurate, clear repair orders.

The role requires strong communication, excellent customer service, and familiarity with Harley-Davidson motorcycles and POS/service-management software. A high school diploma is required and flexibility to work weekends and evenings is needed.

Qualifications

• Outgoing, friendly personality and superior communication and customer service skills.

Responsibilities

• Greet customers promptly and courteously.
• Explain service options and estimated costs.
• Ensure repair orders are complete, legible and clearly described.
• Estimate costs and completion times at point of sale and communicate them to customer.
• Review work-in-progress for quality and timeliness.
• Assist technician to determine correct part numbers and assist parts dept with parts used.
• Upsell services beneficial to customer and riding experience.
• Handle customer complaints with empathy and a positive attitude.

Skills

Customer service

Communication

Harley-Davidson knowledge

POS software

MS Office

Google Drive

Attention to detail

Teamwork

Education

High School Diploma or equivalent

Tools

POS Software

Job description

Job Title: Service Advisor

Department: Service

Supervisor: Service Manager

Summary Description

Intake of customer vehicles, diagnose problems and service needs; sell service and/or parts and communicate job status to customer.

Duties And Responsibilities

• Ensure that repair orders are complete, legible and clearly described on the repair order.
• Estimate costs and completion times at point of sale. Clearly communicate them to customer.
• Review work-in-progress to ensure quality and timeliness.
• Assist technician to determine correct part numbers on repair orders and assist the parts department with picking and posting of parts used.
• Make estimates for internal and wreck repairs with the assistance of the Service Manager.
• Forward all customer paid, warranty, and internal repair orders.
• Greet customer immediately, in a courteous and friendly manner.
• Handle telephone transactions quickly, and courteously.
• Notify customers ASAP of any changes, delays, or additional work needed.
• Upsell additional services that would benefit the customer and their overall riding experience.
• Handle customer complaints reasonably, showing empathy and a positive attitude.
• Give special attention to repeat repairs to ensure the situation is corrected.
• Ensure customer's vehicle is cleaner than when it was dropped off.
• Perform other related duties as assigned or requested.

Supervisory Responsibilities

• None

Qualifications & Job Requirements

• Outgoing, friendly personality and superior communication and customer service skills.
• Knowledge and experience with servicing of Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
• Experience with Point-of-Sale and parts & service management computer software or the ability to quickly learn.
• Must be computer literate and proficient with Microsoft Office Suite, along with general email/internet.
• Experience using various Google Drive applications to include but not limited to Google Sheets and Google Docs a plus.
• Maintain a positive attitude and relationship with all other employees.
• Capable of pushing and loading motorcycles.
• High school diploma or equivalent.
• Valid driver's license and motorcycle endorsement.
• Passion for the motorcycling lifestyle and riding community.
• Attention to detail.
• High energy level needed.
• Ability to work a flexible schedule including weekends, Holidays, and evenings.
• Proficient in meeting deadlines on a timely manner.

Physical Demands

• Requires the use of both hands.
• Frequently required to bend, stop, crouch, reach, handle tools and lift 50lbs of material.
• Requires the ability to balance and push an 800+lb motorcycle.

Working Conditions

• The noise level in the work environment is usually loud.
• Potential exposure to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
• Occasionally exposed to exhaust fumes or other airborne particles.
• Frequently works near moving mechanical parts.