Service Advisor - Automotive

Job Description

Job Description

Interested in a fast-paced customer-service environment with great earning potential?

No automotive experience necessary but welcomed.

At Mark Jacobson Toyota we believe that the best customer experience begins with you. If you are driven to succeed and want to leverage your customer service skills; we welcome those new to the automotive industry with previous experience in customer service / retail sales and those with Automotive Customer Service experience.

We believe in rewarding success with industry-leading compensation programs – (performance-based pay plans with bonuses), a competitive benefits package and providing work/life balance. What does that look like in real life?

• 4-day work week, Saturday lunches and we are closed on Sundays
• Investment in your success and development
• Discounts on products and services
• Medical, Dental, and Vision plans along with employer paid Life Insurance
• Up to 3 weeks paid vacation and holiday pay
• 401(k) with employer match
• Additional supplemental benefit: Short and Long Term Disability, Additional life insurance, cancer and critical care insurance to name a few

Why Mark Jacobson Toyota? Working alongside our experienced supervisors and master technicians, we will teach you what you need to succeed and to grow your career. Learning from the best, you will work hard to get the job done but we make sure you have the time to do it right. Safety and reliability are our top priorities. We take pride in our people and our facilities. We earned the 2022 President’s Award for Customer Satisfaction as well as the 2022 Toyota Board of Governors Award, rewarded by Toyota Motor North America! Our team has been recognized for proving proficiency in the face of change, going above and beyond to deliver excellence, from sales to service to operations!

Key Responsibilities:

Our Service Advisors own the customer’s experience in the service lane. They function as a liaison between the technicians and customers. As the first point of contact with our customers, they are well versed in product offerings, inventory needs, technician scheduling and customer service. They work closely with technicians to determine the repairs needed and explain pricing and reasoning for the repairs with the customers. This includes identifying the customers needs and coordinating all aspects of the repair or maintenance from drop off – to drive away. Able to maintain cooperative and teamwork centered outlook with an ultimate focus on customer satisfaction.

• Oversee the flow of the Drive Lane. Ensuring customers receive prompt, courteous and effective service
• Communicate effectively with a diversity of individuals; in person, on the phone or electronically
• Owning the customer experience by maintaining and developing relationships with customers from drop-off until service work is completed.
• Refers to service history, inspects vehicle, and helps identify concerns by questioning the customer, writing a brief detailed description of the customer’s concern on the repair order to help the technician diagnose the problem
• Communicates with technicians to determine the repairs needed and understand the pricing and reasoning for the repair
• Provides complete and accurate written cost estimate for labor and parts, establishes a “time” and obtains authorization for the work
• Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements, and gets proper authorization before additional repairs are performed
• Advises customers on the care of their vehicles and the value of maintaining vehicles in accordance with manufacturers’ specifications
• Maintains a professional work area and personal appearance in accordance with company policy

Qualifications

• Strong written and verbal skills and ability to work with diverse clientele in a positive and compelling manner, bi-lingual skills are a plus
• Understanding of basic automotive techniques related to repair and servicing of vehicles
• Strong organizational skills to organize work load and maintain and have updated service status
• Ability to perform detailed daily record keeping and reporting
• Strong teamwork skills with a customer service mentality
• Basic computer competencies with ability to learn new technology, repair & service procedures
• Enjoy working in a fast-paced environment, employing mechanical and trouble shooting skills
• Time management skills
• Can manage difficult or emotional customer situations; responds promptly to customer needs and solicits feedback to improve service
• Valid driver’s license, able to pass a background check & drug screen

Associate Benefits: Full time associates are eligible for medical, dental, vision, and life insurance along with a lease reimbursement program and PTO that starts accruing on day 1 of employment. All associates are eligible for our 401k with an employer match, supplemental insurances, and the benefit of Sundays off!

We are an equal opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age mental or physical disability, protected veteran status or genetic information, or any other basis. We also prohibit harassment of applicants or employees based on any of these categories.

If you are looking for your next step in your career, want to keep learning, and are interested in an opportunity for development and progression, join our team.

Mark Jacobson Toyota is an E-Verify Employer.