SERVICE ADVISOR

Service Advisor

Volkswagen of Kirkland - Service Advisor

Level: Experienced Position Type: Full Time

Volkswagen of Kirkland, a dealership part of the O'Brien Auto Group, is currently seeking a full-time Service Advisor. We are looking for a team player who has advising or writing experience, customer service, and/or dealership experience. This position will be a commission-based position that is driven off your personal success along with the growth of the store. This position is on a rotating schedule. The Service Advisor will be directly responsible for the proper satisfaction of customer and vehicle-related problems, and the thorough and accurate performance of designated administrative activities.

This position has a base salary of $1,500 (based off hours clocked) plus personal commission or state Min Wage, whichever is greater. The percentages start at 5% and go up to 9.5% based off production. Subject to eligibility requirements, we offer the following benefits:

• Bonuses
• Vacation based on hire date and paid based on position.
• Medical/Dental/Vision/RX
• Ancillary Benefits such as Short/Long Term Disability, Accident, Critical Illness, Life Insurance, Spousal/Child coverages
• 401(k) plus company match

Responsibilities to Include:

• Maintain customer satisfaction index rating higher than that of the manufacturer, zone or branch average.
• All Service Advisors must complete tasks on time and complete as promised to customer or the customer must be notified if promised time cannot be met. Always under promise and over deliver.
• Maintain Dealership-prescribed standard for Hours Per Customer Repair Order Written.
• Understand and follow Federal, State and Local regulations such as those governing the disposal of hazardous wastes, OSHA Right-To-Know, etc.
• Ensure that all documents are accounted for.
• Accomplish the forecast that has been established by the GM and Service Manager.
• Greet customers in a timely, friendly manner. Let customers who are waiting in line know that they will be helped soon.
• Communicate with service customers to determine the nature of the mechanical problem(s) and offer logical diagnostic service(s) or repair(s) to satisfy customer problems.
• Advise customers on the care of their car and the value of maintaining their vehicle in accordance with manufacturer specifications using service menus.
• Provide accurate estimates, according to Washington State automotive law for all services or repairs sold and offer to return old parts. If the cost of service cannot be established during reception, leave open and contact the customer later by phone for approval.
• All orders must include proper customer information including: mileage, delivery date, VIN, phone number, etc.
• Obtain properly documented telephone approval for all Add-On sales when customers are not at the dealership.
• Properly document repair order changes.
• Indicate on repair order the exact repair instructions, making a special note of the main reasons the vehicle was brought in. Repair orders must be legible.
• Carefully inspect every finished repair order for proper completion, pricing accuracy, and legibility.
• Attend regular weekly morning meetings.
• Escalate any customer concern of the Dealership to proper management.
• Follow the service drive dress code. Must have a neat appearance.
• Perform active delivery to any guest in need.
• Perform other duties as assigned by Management.
• Regular attendance is essential.
• Work in cooperative, positive & professional manner with all personnel in the company.
• Treat members of the public and customers in a courteous and non-discriminatory manner. Maintain professional demeanor while at work.
• Must conform to company policy regarding non-discrimination and harassment.

Equipment/Machines/Tools Typically Used: Phone, computer, adding machine, copier, calculator, stapler, fax machine, pencils/pens, letter opener, scissors, rulers, measuring tools, and hand tools.

Chemicals: Numerous chemicals are used/handled on a limited basis. Employees will be trained by their supervisor on the safe handling/use of these substances. Employee will follow all safety directives at all times.

Physical Demands: Intermittent standing, walking, sitting, stooping, kneeling, and crouching; lifting of 20 lbs or less on a frequent basis and carrying of 10 lbs or less on a frequent basis; frequent pushing and pulling, twisting, and turning of trunk, reaching and handling of objects; occasional climbing, balancing and crawling.

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the Dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, work load, rush jobs, or technological developments).

Candidates for this position must possess a valid Driver's License and maintain an acceptable driving record in accordance with company policy. Employment offers are contingent upon successful completion of a comprehensive background screening and motor vehicle record review.

Volkswagen of Kirkland is an equal opportunity employer and a drug-free workplace.