Service Advisor

Job Description:

Location: 2855 Auto Mall Parkway, Fairfield, CA 94533

Service Advisor: Full Time

Service Department

As a Service Advisor with Volkswagen of Fairfield, you are the customer's first point of contact on vehicle servicing; initiate automotive services and repairs by ascertaining performance problems and services requested; verifies warranty and service contract coverage; develops estimates; creates repair orders; and maintains customer rapport and records; at all times providing an exceptional customer experience.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, as assigned. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Punctual and regular attendance.
  
• Initiate automotive services and repairs by ascertaining performance problems and services requested.
  
• Verifies warranty and service contract coverage, develops estimates, writes repair orders, and maintains customer rapport and records.
  
• Troubleshoots vehicle problems and services by listening to the customer's description of symptoms, clarifying description of problems, conducting inspections, taking test drives, checking vehicle maintenance records, and examining service schedules.
  
• Develops estimates by working with the Parts Department and Technicians to cost materials, supplies, and labor.
  
• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required.
  
• Obtains approval signatures from customers on repair orders.
  
• Maintains customer rapport by explaining estimates and expected return of vehicle, obtaining customer's approval of estimates, obtaining and providing contact telephone numbers, answering questions and concerns, and arranging towing and temporary transportation.
  
• Maintains automotive records by recording problems and corrective actions planned.
  

• Deliver exceptional customer service to 100% of the customers 100% of the time. Interact with all customers in an enthusiastic, professional, courteous, and helpful manner, striving for complete customer satisfaction at all times. Promptly follow-up with customers and fully answer their questions and address their concerns.
  

• Address customer complaints immediately.
  

• Follow company-approved operational procedures, including plate, key and lot management procedures.
  

• Continually maintain and upgrade "Product Knowledge" of the products and services the company sells and of "competing" products and services.
  

• Strive for harmony and teamwork with all other departments.
  
• Responsible for customer data privacy; keeping computers and files protected.
  
• Practice safe work habits, and follow the company's safety policies.
  
• Perform other duties as may be assigned by management.
  
• Model professionalism and approach all situations as a representative of the company.
  

Required Skills and Knowledge:

• Action-oriented mindset; seizes on opportunities and enjoys working hard.
  

• Dedicated customer focus; understands how to listen and empathize with internal and external customers, to establish long-term relationships.
  

• Excellent communication skills are required.
  
• Must be self-motivated with an ability to manage and organize time and activities.
  
• Must maintain a professional appearance and follow brand dress code.
  
• Ability to adapt and support new processes and changes to help in employee and customer satisfaction.
  
• Ensure the customer experience is the best in the business.
  
• Demonstrate high character and achieve high results.
  
• Excellent process orientation and extremely accountable for self and service operations.
  
• Possess outstanding work ethic.
  
• Maintain effective team member relations.
  
• Ability to maintain emotional control in stressful situations.
  
• Able to use/learn to use: ASR, Xtime, dealer DMS system, Microsoft Office Products, Google Suite, and other software products as required.
  
• Handle all vehicles with care, keep them clean and take precautions to protect all vehicles at the dealership.
  
• Willing to submit to a pre-employment background check, MVR check, and drug test with results that are consistent with Company hiring standards.
  

Education, Experience, and Certification:

• Two years experience as a Service Writer is preferred.
  
• The ability to work independently with limited supervision and the motivation to continually increase product knowledge should be evident.
  
• Must possess and maintain a valid driver's license.
  
• Must possess and maintain an acceptable Motor Vehicle Record (MVR).
  

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to speak clearly so listeners can understand, as well as the ability to understand the speech of another person.
  
• Adequate physical ability including sufficient manual dexterity, including the ability to operate computers, tablets, phones, key boxes, and other office machines to perform the required job functions.
  
  
• Visual acuity to see details of objects that are less than a few feet away. Requires extended screen time, including reading and entering information on multiple computer screens.
  
• Must be able to sit or stand in a stationary position for extended periods of time.
  
  
• Must be able to climb into and out of cars numerous times each day.
  
• Requires frequent reaching, bending, repetitive hand movements, twisting, standing, walking, sitting, squatting, pushing, and pulling exerted regularly throughout a regular work shift.
  
• Requires frequent lifting and carrying items weighing up to 20 pounds unassisted.
  
• Ability to work in extreme weather conditions in both summer and winter.
  
• Regular, punctual attendance is required.
  

Work Environment:

• This position operates in a professional dealership environment.
  
• Evening and Saturday work will be required as job duties demand. Scheduled shifts will be determined by the manager, with rotating shifts throughout the workweek.
  
• Must maintain a clean, safe working environment at all times.
  

Volkswagen of Fairfield is an Equal Opportunity Employer

The Advisor Position has a Pay Scale consisting of the following elements and ranges. Wages include Base Hourly Compensation of between $18.00 and $18.00. The position may also pay commission compensation which is based on the value or amount of closed sales achieved from $0.00 (if no sales are made) without any upper limit other than sales performance. The position also may also pay a production bonus based on individual or team performance that may range from $0.00 (if baseline benchmarks are not met) without any fixed upper limit.