Service Advisor

Job Description

Job Description

Role Overview:

Service Advisors are the primary point of contact for our customers when they visit our service center as well as the liaison between the customer and technician. The Service Advisor will play a crucial role in ensuring our customers receive top-notch service and that their vehicle's maintenance and repair needs are met efficiently and professionally. Service Advisors are expected to strive to exceed KPIs as outlined by the motor group.

Key Responsibilities:

• Greeting customers and addressing customer concerns or needs.
• Communicating with technicians regarding necessary repairs and possible alternatives to expensive repairs.
• Liaising with service technicians about parts ordering and ensuring parts are available when needed.
• Using their knowledge of our products and services to sell or provide in-depth information about available parts and service options to customers.
• Answering questions in-person, over the phone and over email/chat/texts about service outcomes and scheduling and booking appointments, vehicle drop-off, and vehicle pick-up.
• Providing customers with information and advice on warranty protections, potential cost savings, and the advantages of trading in versus fixing their car.
• Calling customers to advise them about service changes or car pick-up times.
• Ensuring all details on services rendered and costs are related to customers and processing their payments.
• Listen and be attentive to customer needs and priorities to provide appropriate suggestions and guidance on our vehicle offerings.
• Provide superior customer service and achieve the highest degree of customer satisfaction with the goal of earning repeat business.
• Meet specified monthly targets and goals which will be given prior to each month.
• Contribute to the overall success of the motor group by working with all customers, teams, and departments collaboratively and professionally with a positive attitude.
• Be at work on time or early (no exceptions).
• Be team-oriented with a desire to achieve both individual and collective goals.
• All other duties assigned by management.

Experience Requirements:

• A strong understanding of automotive technology and the automotive industry is a plus.
• Computer and communication skills must be at an intermediate level.
• Strong decision-making ability and organization are required.
• Employee must have attention to detail.
• Employee must be able to read, write, understand and speak English.

Training and Certifications required (to be started upon hire):

• Manufacturers Certification for the job described.
• Engage with PMG training platform(s) (I.e. Leadership training, Microsoft 365, etc.)
• Work with any training the dealer group is currently utilizing.
• Employee must have a valid U.S. Driver’s License.
• Employee must have high school diploma or General Education Degree (GED).

Physical Requirements:

Employee must be able to sit/stand for long periods of time. Use their hands to handle, control or feel objects, tools, or controls. Repeat the same movements for over 8 hours a day. Occasionally need to lift boxes up to 10 lbs. Occasional bending, walking, and mobility will be necessary. Employee must be able to get in and out of vehicles and shovel/ assist with snow removal when necessary. Ability to stand, walk, climb, stoop/bend, and reach is required. Employee must be able to speak clearly for repetitiously for over 8 hours a day.

Supervisory:

• N/A

“Patrick Motor Group was founded on honest work, a love for cars and the people who drive them. We believe in community, building strong relationships and enjoying what we do. Sales and service delivered with respect, trust and quality – that's the Patrick Motor Group.”

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.