Automotive service advisor

Job Description

Job Description

Service Advisor Duties A

Customer Service

· Prioritize customers in every interaction, striving to exceed their expectations.

· Maintain a positive atmosphere—find ways to accommodate customers and ensure their satisfaction.

· Adhere to Meineke procedures for welcoming customers, gathering information, explaining the inspection process, and obtaining signed work orders before commencing any work.

· Educate customers on inspection results, communicate the benefits and value of any necessary work, answer questions, and perform needed repairs according to Meineke protocols.

· Follow Meineke procedures for customer check-out, including reviewing work done, seeking feedback, scheduling follow-ups, and informing customers about the CSI program.

· Proactively communicate with customers throughout their visits, keeping them informed and managing issues as they arise.

· Aim to achieve a 70% email collection rate.

Sales

· Meet weekly and monthly personal sales targets.

· Contribute to the overall center sales goals.

· Conduct role-playing presentations with team members before presenting to customers.

Phone Procedures

· Always adhere to Meineke phone procedures, including daily role-playing to maintain skills.

· Regularly review recorded calls to identify areas for improvement.

· Assist in training and role-playing with other team members as needed, helping others stay proficient.

Building Estimates

· Possess comprehensive knowledge of Mkey to efficiently build complete repair tickets.

· Utilize Job Builder, sales packages, and ISE to construct thorough estimates for all work recommended by technicians.

· Prepare complete repairs, incorporating all relevant parts, services, accessories, and labor to protect the customer's investment and ensure proper vehicle system functionality.

· Order parts from approved vendors promptly, track arrival, and verify with technicians to ensure accuracy. Assign invoices to the correct RO numbers.

· Ensure full documentation on every ticket, including inspection sheets, estimates, work orders, final invoices, battery test forms, etc.

Center Upkeep

· Work proactively to maintain a clean, comfortable, and professional center image at all times.

· Assist with regular center maintenance as needed.

· Manage cores, returns, inventory deliveries, and other upkeep tasks as requested.

· Perform closing duties as required, including closing the day in Mkey, bank deposits, cash audits, etc.

Teamwork

· Be a team player and help others achieve their goals.

· Take initiative on tasks that need to be done without waiting to be asked.

· Train and teach new team members as necessary.

· Contribute to a positive and productive team environment.

Additional Duties

· Follow all center policies and procedures.

· Perform any additional tasks as requested.

Lead Service Advisor Responsibilities (Everything above plus below duties)

· Assist the Shop Manager with back-office and financial tasks, including maintaining accurate daily records of customer transactions and daily center business, ensuring easy access at any time.

· Track cores, returns, labor warranty claims, and other vendor financials daily to ensure accuracy and manage margins.

· Resolve any outstanding customer issues or complaints satisfactorily.

· Manage the daily customer callback process to ensure calls are being made and appointments are being set.

· Monitor online reviews and Meineke CSI scores regularly; follow up on outstanding issues and train team members on areas for improvement.

· Assist the Lead Technician in ensuring the shop runs efficiently.