Service Advisor

Service Advisor

The Service Advisor greets and welcomes customers in the service drive upon the customer’s arrival. The Service Advisor collaborates with the service technicians and is responsible for building a loyal clientele, attaining high Customer Satisfaction Index (CSI) scores, maintaining good employee relations, meeting Mazda of Clearwater performance metrics, and maintaining service records. Additionally, they must satisfy all customers' service concerns and ensure that service is performed at the highest level.

Specific Duties:

• Greet and welcome guest on the service lane using the Mazda of Clearwater model;
• Listen to the customer’s request and ensure a clear and complete (detailed) description of the problem(s) is/are written on the repair order as described by the customer during the initial walk-around inspection;
• Photograph/video each vehicle (all panels, license plates, and windshield) prior to releasing the vehicle for service/maintenance
• Conduct a test-drive of the vehicle with the customer when the problem is unclear or when the problem occurs under driving conditions to confirm unclear problem source(s) and facilitate further diagnosis of the problem;
• Estimate the cost and time needed to complete the service/maintenance or repair(s) and inform the customer after conferring with the technician;
• Update the customer on the progress of the vehicle during servicing and contact the customer when technicians discover additional problems; gain and record customer approval to complete additional work and ensure the customer acknowledges the work to be performed and estimated charges to be billed;
• Determine total and final charges for services requested and collect payments accordingly;
• Schedule the customer’s next service appointment as part of the redelivery process;

• Share customer feedback with the Porters, Technicians, Service Manager, and the Operations Manager;

• Inform customers of new and revised contracts, warranties, or other information pertaining to purchased goods and services;
• Maintain customer records using automated systems of record – Dealer Management System (ERA-Ignite) and its integrated Customer Relationship Management (CRM) tools; and
• Complete additional tasks as assigned by the Service Manager.

General Duties:

• Provide a great customer experience;
• Build long-lasting customer relationships;
• Communicate (listen, acknowledge, clarify, and reframe) in depth with customers an ensure you understand their needs;
• Manage customer concerns, complaints, and challenges with empathy, respect, and consideration of the customer’s condition;
• Maintain positive and effective work relationships with colleagues throughout the organization;
• Gain and maintain a mastery of software solutions used by the Service Department;
• Assist physically challenged customers and those with special needs;
• Assist Porters with vehicle flow in the service drive and monitor the cleanliness of the service drive at all times;
• Monitor, assess, correct on the spot, and report any safety concerns in or around the service department (service bays, parts receiving and distribution areas, and detail bays); and
• Assure positive control and proper security of keys for all vehicles under the control of the Service Department.

Knowledge, Skills, and Abilities inherent in the position:

• Customer Service – assess customer needs, interact positively, and facilitate an excellent experience;
• Concern for Others – requires being sensitive to others' needs and feelings and being understanding and helpful on the job;
• Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate, and do not interrupt at inappropriate times;
• Oral Comprehension and Expression – listen to understand and convey information effectively;
• Writing — Communicating effectively in writing as appropriate for the needs of the audience;
  • Written Expression — The ability to communicate information and ideas in writing so others will understand.
  • Written Comprehension — The ability to read and understand information and ideas presented in writing.
• Problem Sensitivity – the ability to tell when something is wrong or likely to go wrong;
• Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions;
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action;
• Negotiation — Bringing others together and trying to reconcile differences;
• Time Management — Managing one's own time and the time of others;
• General, Driver, and Shop Safety – understand and execute all tasks in a manner that protects both life and limb; and
• Self- Control – maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

Requirements:

• Maintain a current status for required Mazda Certification(s) and ensure the courses listed are no more than one year old:
  • Service Professionals or Service Leaders Certification; and
  • Ultimate Mazda Experience (UMX) – UMX Service Standards.
• Complete all Reynolds and Reynolds courses associated with the Service Advisor position within 30 days of the hire date.
• Attain and sustain the following Mazda of Clearwater standards:
• 100% of Technician’s videos reviewed, uploaded, and sent to the customer to view;
• 100% of Technician’s recommended services included in the quote and sent to the customer;
• 100% in-person or digital (text or email) customer updates during service; and
• 90% Customer Satisfaction Index (CSI) score.
• Wear assigned clothing/uniform each day and ensure all clothing and accessories are mainlined in optimal condition.
• Participate in all company surveys, performance assessments, and peer reviews.