Experienced Service Advisor

Job Description

Job Description

Volkswagen of Wesley Chapel is hiring experienced Service Advisors for our brand new facility. The Service Advisor is responsible for greeting customers, listening to requests, scheduling appointments, estimating costs, acquiring approval for maintenance/repair work, collecting authorization signatures, generating repair orders, and conducting inspections/completing vehicle condition reports upon guest arrival. A Service Advisor acts as a liaison between customers and the service technicians with the primary responsibility of interpreting customer concerns for the technician, so that the technician can diagnose and repair problems correctly. The advisor then translates the actual repair problem, which may be very complicated, into language the customer can understand. Service Advisors also work with customers to schedule future services and handle administrative aspects of customer service departments.

Service Advisor Requirements:

• Be on time for work
• Wear appropriate dress
• Treat customers and co-workers in a professional manner
• Experience in the automotive field.
• A strong understanding of automotive technology and the automotive industry.
• Proficiency with industry-specific software.
• Excellent customer service, interpersonal, and communication skills.
• Strong organizational, decision making, and problem-solving skills.
• The ability to communicate with technicians, customers, and management.
• Be visible of the Service Drive for customers
• Follow-up on Special Order Parts appointments
• Maximize the efficiency and productivity of the shop
• Maintain a clean workspace
• Follow the workplace rules as outlined in the Employee Handbook

Duties Include:

• Answer service-related incoming phone calls.
• In absence of, or in conjunction with, a Service BDC assist with scheduling appointments.
• Greet customers upon arrival.
• Perform an inspection of the vehicle’s condition and complete a condition report on the Service Drive, noting any items needing attention and/or apparent damage
• Interpret customer concerns for the technician
• Consult with technicians regarding necessary repairs, parts availability and possible alternatives.
• Use knowledge of available products and services to sell or provide in-depth information about parts and service options to customers.
• Answer questions about repair/maintenance needs, service outcomes, vehicle drop-off, and vehicle pick-up.
• Explain benefits of having necessary repairs completed through the dealership.
• Provide customers with information and advice on warranty protections, potential cost savings, and the advantages of trading in versus fixing their car.
• Manage a work-in-process schedule.
• Communicate with customers to provide status updates, advise them about service changes or car pick-up times using the customers’ preferred method of contact (phone call, text, email).
• Maintain positive customer relationships to ensure repeat business, a healthy online reputation and exceptional customer service survey scores.
• Ensure all details regarding services rendered and the associated costs are explained to customers while processing their payments.

Service Advisor Character Requirements:

• Integrity: Service advisors earn income on every job sold and completed. Maintenances and repairs sold should be needed and provide a benefit to the customer’s ownership experience.
• Reliability: A good advisor eliminates surprises at time of vehicle pick-up, communicating costs that exceed an initial estimate or a change in the completion timeline.
• People Skills: A good advisor is able to read people and adapt to their way of communicating. One customer might want to know all of the details behind their car repairs, and another customer just wants to pick-up their vehicle once the work is done. A service advisor needs to be aware of these differences to meet individual customer needs. A good service advisor also possesses good listening skills to hear the customer’s descriptions of their car, accurately relaying the information to the technician and vice versa.
• Empathy: A good service advisor is able to understand their customer’s point of view and can better prioritize any work that needs to be done.
• Ability to Articulate: The dealership service advisor’s main job is to relay information back and forth between the customer and the technician in a manner that prevents the information from being misconstrue, reducing the possibility of mistakes.
• Mechanical Knowledge: A service advisor possessing some basic mechanical knowledge is more likely to understand the technician, helping them relay that information to their customer with reliably. Basic car knowledge will also help assess whether or not the technician’s recommendations are really necessary, adding to the advisor’s integrity.

What We Offer

• Medical and Dental
• 401K Plan
• Paid time off and vacation
• Growth opportunities
• Paid Training
• Employee vehicle purchase plans
• Family owned and operated
• Long term job security
• Health and wellness
• Flexible work schedule
• Discounts on products and services

We are an Equal Opportunity Employer (EOE).