Automotive Service Advisor

Service Advisor

Findlay is one of the largest and fastest growing automotive groups in Southwest U.S. We're seeking top talent to help grow our business and keep up with the high demand in our service drives. Our organization enjoys meeting new challenges every day. We are dedicated to addressing the wants, needs and requirements of today's consumer. We pride ourselves on our commitment to the customer, as well as the communities we serve. We have deep roots in each of our markets and our employees are an extension of our core values every day.

As a Service Advisor, you will own our customer's experience in the service lane. You are well-versed in product offerings, inventory needs, technician scheduling and customer service. Candidates with experience in retail automotive sales, finance management, business development or the service drive overall -- encouraged to apply!

Essential Duties and Responsibilities

• Schedules for shop work to facilitate maximum productivity in accordance with dealership policy and technician skill level required
• Prioritizes and controls all comebacks to ensure proper and prompt attention
• Ensures proper repair order documentation, i.e., complain, cause and correction notices on every repair order with punch time for each operation
• Review job status frequently, logging status and reporting any change in time or cost estimates to the appropriate service advisor and/or customer
• Prepares estimated when required
• Reviews hard copies of repair orders turned in by technicians to ensure that assigned work has been performed and the repair order has been completed properly
• Open and close repair orders
• Review service appointments in advance to maximize shop capacity
• Conducts periodic checks of the work in progress for status updates
• Ensures that technicians follow warranty material disposition procedures
• Communicates job status to other service advisors
• Maintains high customer satisfaction ratings
• Understands, keeps abreast of and complies with federal, state and local regulations, such as hazardous waste disposal, OSHA rules, etc.
• Assists with safety and housekeeping policies and procedures throughout the service department
• Maintain a record of carry-over vehicles and communicate to service management status of carry-overs
• Maintains a clean and compliant work area
• Maintains high ethical standards in all actions

Competency

• Ability to navigate Internet Explorer, Chrome, and Google Drive.
• Savvy in the operation of Microsoft Office program such as Word, Excel, and Outlook.
• Ability to work under pressure while maintaining professionalism.
• Ability to effectively communicate needs to team-members, management, and customers.
• Ability to work well with all types of people.
• Ability to resolve conflict.
• Literate in spoken and written English language.
• Ability to navigate VW Hub with special focus on all reports and backend tools associated with vehicle repairs and warranty inquiries.
• Ability to comprehend Volkswagen technical service bulletins, recall notices, VW Tech-line notes, etcetera.
• Ability to apply understanding to carrying out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to read and comprehend instructions, short correspondence, and memos.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to effectively present information and respond to questions from managers, clients, customers, and the public.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

Qualifications and Requirements

• Valid Nevada driver's license
• Clear background check
• Ability to pass pre-employment Federal drug screen
• High School Diploma or general education degree (GED); or equivalent combination of education and/or experience
• Two years of Service Advisor experience designation preferred

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 accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the Service Dispatcher is regularly required to stand. The employee may be required to sit.

Work Environment

The work environment characteristics described here are representative of those a Service Advisor encounters while performing the essential functions of this role. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this role, the Advisor is regularly exposed to outside weather conditions including (but not limited to) summer heat and winter cold. It will, at times, be necessary for the Advisor to access vehicles that are extremely hot due to sun exposure to the dealership's lot. Although the interior of the dealership is air conditioned, there may be times when the temperature is warmer or colder inside based on the frequency with which workshop doors are opened and closed. The noise level in the work environment is usually moderate to loud (could be distracting and/or uncomfortable). Employees could often be exposed to hazardous situations, conditions, and equipment that could result in injury. Employee may be exposed to contaminants such as anti-freeze and chemical degreasers. Employees may be subjected to grease and dirt.

Position Type and Expected Hours of Work

The Service Advisor role is a full-time position. The Service Advisor is expected to work at least five (5) full workdays per week. 'Overtime' could be necessary to ensure coverage of the workshop should team members be unavailable. The Service Advisor will be scheduled off every Sunday in alignment with dealership hours and up to one additional day per week. The additional day may vary to accommodate the dealership's staffing needs. The Service Advisor will be scheduled off all holidays listed in Findlay VW's employee handbook in accordance with the service department's work schedule. Additional schedule flexibility may be required. One hundred (100) percent of the Service Advisor's duties and expectations must be completed onsite at Findlay Volkswagen Henderson with the notable exceptions of participating in offsite training, meetings, and Volkswagen events. There will be times where overnight travel will be necessary.