Service Advisor 1

Job Description

Job Description

Description:

Are you ready to join the winning team? At Gills Point S, our team has a common goal of providing exceptional service to our customers, while also ensuring that each employee feels valued, respected, and engaged in contributing to the success. With our strong reputation for family values and operational ethics, we are eager to add more team members who want to grow with us.

Our Service Advisors act as the primary point of contact between customers and the service department. This role is pivotal in ensuring customer satisfaction by accurately understanding customer needs, recommending services and repairs, and providing detailed explanations of work performed and associated costs. The advisor facilitates a smooth service experience by coordinating with technicians, managing service schedules, and following up on the progress of repairs or maintenance. This role demands a balance between technical understanding and the ability to communicate effectively, ensuring customers receive both excellent service and comprehensible advice on their vehicle’s needs. Our Service Advisors must be confident and capable of advising on Retail Tires, Oil Changes, Preventative Maintenance, & Medium Truck.

RESPONSIBILITIES to include, but are not limited to:

• Perform and understand all knowledge of a Service Technician I (Retail & Commercial)
• Greeting customers and addressing their inquiries and concerns.
• Providing a positive and professional customer service experience.
• Conducting an in-depth inspection of the customer's vehicle to identify apparent tire and entry level mechanical issues.
• Documenting the customer's concerns and collecting relevant information.
• Recommending tires based on the vehicle's condition and the customer's concerns.
• Providing clear explanations of recommended tires, including costs and timeframes.
• Providing customers with accurate cost estimates for proposed tires.
• Obtaining approval from customers before proceeding with work.
• Creating detailed work orders for service technicians, including a description of customer concerns, recommended services, and any additional notes.
• Coordinating and scheduling service appointments for customers.
• Managing the service department's schedule to optimize workflow.
• Communicating customer concerns and vehicle issues to service technicians.
• Providing technicians with relevant information to aid in diagnosis and repair.
• Following up with customers to provide updates on the status of their vehicles.
• Communicating any additional findings or recommended services as needed.
• Ordering necessary Tires for customers.
• Understanding inventory and ensuring the availability of required tires.
• Coordinating billing and invoicing processes.
• Providing customers with detailed invoices and explaining charges.
• Educating customers on tire best practices and answering questions about tires.
• Addressing and resolving customer concerns or complaints in a professional and effective manner.
• Maintaining accurate records of customer interactions, service recommendations, and work performed.

• High School Diploma or Equivalent
• Technical or vocational training courses in automotive repair, tire technology, or a related field a plus
• Willingness to pursue TIA certification with company support and assistance
• Valid driver’s license and acceptable driving record required
• Prior experience in a customer service role, ideally within the automotive or related industries, demonstrating the ability to handle customer inquiries and resolve issues effectively.
• Experience in or knowledge of the automotive industry, including an understanding of basic automotive maintenance and repair procedures.
• Excellent verbal and written communication skills to interact with customers and relay information clearly and effectively between customers and technicians.
• Strong focus on delivering high-quality customer service, with the ability to listen to customer needs, empathize with their concerns, and ensure a positive service experience.
• Ability to manage multiple tasks and appointments efficiently, maintaining accurate records and schedules.
• Proficiency in using computer systems, including POS software, appointment scheduling software, and basic office software (e.g., Microsoft Office).
• The ability to upsell services and products based on vehicle condition and customer needs.

We offer:

• Paid time off
• Stable working hours
• Excellent Training – with opportunities for training and career advancement
• Medical, dental, vision, LTD, STD, Life Insurance, and Accidental Benefits available after 60 days
• Competitive wages
• 401(k) savings plan with company match