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Service Advisor - Thousand Oaks, United States - O'GARA Westlake Village
Description
Job DescriptionJob Description
Service Advisors act as a liaison between customers and technicians. This role is responsible for addressing customer concerns about their vehicles and advising on the best course of action. Service Advisors assist customers in determining problems with their vehicles while providing accurate repair descriptions to technicians.
REQUIREMENTS AND QUALIFICATIONS:
High School Diploma or the equivalentMust have experienceMaintain a valid California Driver's license and must be insurableMinimum of three (3) years of experience in the automotive repair industryPreferred ADP/Tekion experienceKnowledge of the occupational hazards and safety precautionsExcellent verbal and written communication skillsAbility to collaborate with several customers at a timeMust be a team player with impeccable honesty and integrity; maintain a high level of professional personal appearance and conduct
DUTIES AND RESPONSIBILITIES:
Promptly greet customers in a courteous manner, keep customers informed and engaged with services being rendered to their vehiclesCommunicate with customers to determine nature of their vehicle's mechanical problem(s); listen to and help interpret customer's statements accuratelySecure agreements from customers before repairs begin, schedule appointments and approximate time of completionObtain customer and vehicle data and accurately identify in dealership's CRM system and on Repair Order; secure method of payment; escort customers to cashier windowTest-drive the vehicle with the customer if there is any question as to the nature of the problemInspect all vehicles for bodywork, notify the customer that the work is needed and provide estimate for Body Shop workAdvise customers on necessary care/maintenance for their vehicles and the value of maintaining their vehicles in accordance with manufacturers' specificationsPoint out additional needed service work and actively promote service salesUnderstand and follow federal, state and local regulations, such as those governing the disposal of hazardous wastes, OSHA right-to-know, etc.
Ensure all Repair Orders are accurate to company policy and applicable laws/regulations, including those required by the California Bureau of Automotive RepairExplain to customer if additional work is necessary, additional cost and time considerations; document all service and repairs accurately on the legally required Repair OrderIdentify on Repair Order if repairs special handling is needed, specify repeat repair, and if rush or customer waitingProvide estimates of labor and parts and, if cost cannot be determined, leave open and contact customer later for approvalObtain accurate customer contact information for Repair Order and dealership's records; obtain customer's signature on Repair OrderFollow up progress of each Repair Order during the day; contact customer by telephone regarding changes in the estimate or time promised; record changes on Repair Order in approved fashionHandle telephone inquiries regarding work in process and appointments and return phone messages promptlyDeliver vehicles to customers and answer any questions; review work performed and explain charges or coverageEnsure all needs were met; ask if there is anything else that can be done.
Explain the survey they will receive and the importance of surveyBe responsible for quality control to ensure that work is completed as requestedKeep Quick Pricing Guide, Signals Checklist, Maintenance Menus and other Service Department forms up to dateInterpret warranty information and policies to customers; stay up to date on technical and performance information on all vehicles serviced by dealershipKeep Service Director informed of all problems and potential problems involving repairs, customers and equipmentRefer leads and prospects for vehicle sales to the new and pre-owned car department(s)Ensure Repair Orders are closed in a timely mannerReport to management any situation or condition that jeopardizes the safety, welfare or integrity of the dealership, its personnel or customersMaintain an organized workspacePerform other job-related duties as assigned by managementComply with all federal, state and local laws, as well as company policy, regarding safeguarding customers' vehicles, property, and informationAttend training classes and utilize technical training as requested by managementEMPLOYEE BENEFITSHealth, Dental, and Vision coverage for employees401K PlanPaid time offPaid training, growth opportunitiesEmployee vehicle purchase plansDiscounts on productsWe are committed to an inclusive environment for all employees and applicants and will make all employment-related decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability or veteran status.
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