Service Experience Manager

Chrysler LLC; Provo (UT); On-site; USD 42,000 - 65,000; Full time

Job summary

Chrysler LLC seeks a Service Advisor to be the primary contact for guests, technicians, parts, and service management. You will manage repair orders from check-in to vehicle delivery, ensuring customer satisfaction and dealership profitability.

You will greet guests, document concerns, set expectations, and maintain ongoing communication throughout repairs while presenting recommendations professionally and authorizing work as needed.

Qualifications

• Strong customer service orientation.
• Clear, professional communication with guests, technicians, and management.
• Accurate documentation of customer concerns and repair orders.
• Ability to identify opportunities for maintenance and upsell responsibly.

Responsibilities

• Greet every guest promptly and professionally.
• Listen carefully to the customer's concerns and document them accurately.
• Set expectations regarding diagnosis, repair time, transportation, and communication.
• Maintain consistent communication throughout the repair.
• Explain technician recommendations in understandable terms.
• Obtain proper authorization before additional work is performed.
• Review completed repairs and charges with the customer at delivery.
• Resolve customer concerns professionally and escalate issues when necessary.
• Open accurate repair orders with complete customer and vehicle information.
• Write clear and detailed customer concerns.
• Verify vehicle mileage, VIN, maintenance history, and recalls.
• Monitor repair orders and update customers as timelines change.
• Ensure all work is documented before closing the RO.
• Review repair orders for accuracy before payment.
• Dispatch work based on technician capability and workload.
• Communicate concerns clearly to technicians.
• Follow up on diagnostic findings and repair status.
• Monitor labor, time, and productivity metrics.
• Communicate delays or parts issues promptly.
• Present maintenance and repairs based on vehicle condition without pressure.

Skills

Customer Service

Communication

Documentation

Sales Awareness

Job description

Chrysler LLC seeks a Service Advisor to be the primary contact for guests, technicians, parts, and service management. You will manage repair orders from check-in to vehicle delivery, ensuring customer satisfaction and dealership profitability.

You will greet guests, document concerns, set expectations, and maintain ongoing communication throughout repairs while presenting recommendations professionally and authorizing work as needed.