Service Advisor

At Teton Auto Group, we are committed to an environment where the customer is always treated with respect and dignity. Growth is encouraged through diligence, teamwork and creativity. Above all, we uphold a high standard of honesty and integrity in business. If you have an interest in automotive and a desire to develop a career in the industry, apply today! What We Offer Medical, Dental & Vision Insurance 401(k) Plan Paid time off and vacation Growth opportunities Paid Training Employee vehicle purchase plans Long‑term job security Health and wellness programs Discounts on products and services Job Summary The Service Advisor is the dealership's first‑line customer relations and service sales representative. The main job functions include satisfying customer and vehicle related concerns, meeting predetermined sales objectives, and thoroughly and accurately performing designated administrative activities. The Service Advisor assists the service manager by working with the team leader to co‑manage a group of technicians. Responsibilities Customer Relations Greet customers promptly and efficiently in person and on the phone while utilizing MAGIC. Maintain a high level of cleanliness, grooming, and uniform appearance. Conduct all business with sincerity, honesty, and genuine concern for customers. Listen to customers’ description of problems or services needed, prepare estimates and invoices, and offer diagnostic services to satisfy concerns. Provide accurate estimates for all services or repairs recommended. Handle minor customer complaints and/or misunderstandings with courtesy, tact, and in a manner that does not further aggravate the problem. Perform a vehicle walk‑around with the customer present. Write a brief description of the problem on the repair order to aid the technician. Communicate vehicle promise time during check‑in. Explain thoroughly all completed work and technician recommendations, covering a 120‑point inspection. Collect payment from customer. Act as liaison between customer, manufacturer representatives, and technicians. Track repair orders, parts requests, unsold repairs. Perform timely follow‑up with customers. Escalate complaints that cannot be resolved at the ASM level to the service manager or designated management representatives. Answer incoming telephone calls promptly, courteously, and make every effort to satisfy the caller’s inquiry. Ensure every customer is highly satisfied, maintaining CSI ratings at or above management levels. Ensure timely and accurate completion of repair orders and completed work. Schedule appointments and answer any questions customers may have regarding repairs or maintenance. Maintain manufacturer certification as required. Service Sales Sell appropriate repairs and/or services responsive to the customer’s perceived needs. Present a service menu of recommended maintenance services to every service customer. Actively sell the maintenance services due on every vehicle according to the “Active Customer Reception” process. Obtain accurate parts and labor prices using the appropriate parts price sources and labor pricing guides. Provide every customer with an accurate estimate at the time of quick write‑sheet creation; include an estimate copy with a business card attached. Obtain the customer’s written approval on all quick write sheets at the time of write‑up or on the repair order when closing for additional add‑on sales. Document telephone approval for all add‑on sales when customers are not at the dealership. Meet or exceed sales objectives set by management: 125% group productivity, 16‑18 repair orders per day, 2.3‑2.8 hours per repair order (customer pay), 3‑3.5 items per repair order, 10% max one‑item repair orders, 70% maintenance, 30% repair, 5 menu sales per day, effective labor rate within 10% of posted rate. Administration Determine responsibility for payment of requested repairs and/or services, verify component eligibility, provide proper documentation, and obtain authorization. Write legible, complete, accurate, and properly documented repair orders, obtaining the customer’s signature for authorization. Separate and distribute repair order copies according to department policy. Document all repair order changes; obtain management authorization for any voided repair orders. Inspect finished repair orders for completion, technician explanation, pricing accuracy, and legibility. Verify flat‑rate hours for each operation and ensure technician time aligns with work performed. Maintain a service appointment log and a service production schedule (route sheet). Maintain a record of all carry‑over vehicles, noting reason and estimated completion time. Maintain a special‑order parts tracking file, monitor daily status, contact customers when parts arrive, and schedule installation appointments. Perform other specific administrative functions as directed by service management. Maintain an organized and clean workstation; assist in keeping the service reception area neat and orderly. Co‑manage the group; conduct group meetings and provide feedback to members. Provide management with constructive feedback for annual employee performance appraisals. Communication Provide additional vehicle problem/complaint information to the technical staff as needed. Maintain communication with the group leader and technicians regarding job status changes. Remain continuously posted on the group’s workload to determine accommodating work. Inform the sales manager of potential new or used vehicle sale customers. Confirm service appointments by telephone the day before arrival; pull the customer’s service history when necessary. Contact service customers when their vehicle’s work is finished and review the completed repair order and total charges. Advise warranty customers of potential service surveys; review the survey with the customer and address concerns. Inform management of any situation or event that could interfere with objectives, standards, or company policies. Report any safety, welfare, or integrity concerns affecting the dealership, its employees, or customers. Physical Demands / Requirements Standing: up to 10 hours per day in 4‑hour intervals on concrete/asphalt. Sitting: available at the ASM work station, varying 10‑70% of daily workload. Walking: up to 100 yards on concrete or asphalt; 30‑40% of day walking in increments. Changing Positions: frequent standing, sitting, walking as needed. Carrying/Lifting: 30‑40% of day carrying Pushing/Pulling: occasionally push inoperative vehicles; assisted, not more than 50 lbs. Bending/Twisting: 20‑25 times per day; 10‑15% of day bending and/or twisting. Reaching/Handling: 80% of day using hands and arms. Climbing: occasionally go upstairs to conference room. Crawling/Kneeling: necessary 10‑12 times a day for 1‑5 minute increments. Skills Required / Qualifications Must perform each essential duty satisfactorily. High school diploma or GED required. Extensive knowledge of automotive industry and parts. Excellent communication and organizational skills. Ability to communicate equally well with technicians, customers, and senior management. Teton Auto Group is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, creed, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, marital status, genetic information, or any other status protected under applicable federal and state law. #J-18808-Ljbffr