Service Advisor LHM Volkswagen Lakewood

Service Advisor II

The Service Advisor II is expected to:

• Be a support system to the Service Manager to achieve maximum production and expense control.
• Seek ways to improve business operation efficiencies and customer service.
• Be a teacher to support the efforts of other employees to be successful.

Reports to: Service Manager

Essential Job Functions:

• Monitor repair order processes to maintain the proper function of the Service Department.
• Oversee communication between company personnel and customers to ensure accurate documenting and procedures are performed in a timely manner.
• Communicate with customers regarding time expectations and gather contact information for follow-up.
• Ensure a positive relationship between dealership, customers, and manufacturer(s).
• Oversee adjustments on warranties for new and used vehicles.
• Maintain current product knowledge and train supporting staff on proper usage.
• Follow policies and procedures as per your specific manufacturer(s) manual.
• Maintain employee, customer, and vendor confidence while protecting operations by exercising discretion when handling sensitive confidential information.
• Complete and maintain all Larry H. Miller Dealerships' required training.
• Maintain a clean and safe work environment at all times and adhere to all OSHA/EPA requirements.
• Maintain ability to handle job stress and effective interaction with others in the workplace.
• Perform all other job duties as requested by management.

2. Operate with Integrity.

• Demand the highest ethical standards from self and others.
• Maintain composure within the workplace as well as outside the workplace when interacting or representing the Larry H. Miller Dealerships.

Physical Demands:

• Work performed in a dealership setting due to the location of customer vehicles and shop supplies.
• Must be able to sit, stand, bend, reach, talk, hear, stoop, kneel, crouch, use hands and fingers, handle or operate objects, tools, or controls and move about facilities.
• Required vision includes close, vision, distance, peripheral, and the ability to adjust focus.
• Required to lift up to a minimum of 50lbs.
• Exposure to shop environments such as noise, dust, odors and fumes, chemicals, and adhesives.
• While performing the duties of this job, the employee is exposed to weather conditions precedent at that time.
• Required to operate equipment and move vehicles in a safe manner at all times.
• Maintain regular attendance and timeliness as set forth within the work schedule designated by the department supervisor/manager.
• In general, this position is assigned regular business hours; however, it is typical to work more than 40 hours per week.

Minimum Qualifications:

• High school diploma or the equivalent.
• 2+ years of progressive experience in automotive service.
• Maintain valid driver's license and MVR record within company policy requirements.
• Applicable Factory training credentials.

2. Skills.

• Active Learning- Understanding the implications of new information for both current and future problem-solving and decision-making.
• Learning Strategies- Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Communication- Basic ability to read and write, ability to effectively convey information to others, apply active listening by taking the time to understand the points being made by employees and customers, being aware of others' reactions, and understanding why they react as they do.
• Social Perceptiveness- Being aware of others' reactions and understanding why they react as they do.
• Critical thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Repairing- Repairing machines or systems using the needed tools.
• Troubleshooting- Determine causes of operating errors and decide what to do about them.
• Quality Control Analysis- Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
• Resolving conflicts and negotiating with others- The ability to handle complaints, settle disputes, resolve grievances and conflicts, or otherwise negotiating with others.

3. Knowledge.

• Knowledge of Larry H. Miller Dealerships' current company management systems is desirable.
• Interacting with Computers- Using computers and computer systems. Knowledge of Microsoft Office products is required.
• English Language- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Ability to understand written sentences and paragraphs in work-related documents.
• Customer and Personal Service- Knowledge of principles and processes for providing customer and personal services.
• Mechanical- Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
• Hazardous Materials- General knowledge of proper procedures and safety measures for handling items that may contain hazardous materials.
• Sales and Marketing- Knowledge of principles and methods for showing, promoting, and selling products or services.

General Standards:

• Adaptability- Ability to adapt to changes in the work environment, manages competing demands, and is able to deal with frequent change, delays, or unexpected events.
• Selective Attention- Concentrate on a task over a period of time without being distracted.
• Making Decisions and Solving Problems- Analyzing information and evaluating results to choose the best solution and solve problems.
• Interpersonal Skills- Maintains confidentiality, remains open to others' ideas, and exhibits willingness to try new things.
• Management of Personnel Resources- Motivating, developing, and directing people as they work, identifying the best people for the job.
• Leadership- Ethical leadership and followership behaviors that promote Larry H. Miller Automotive Group's standards and result in a cohesive and effective team.
• Compliance- Understanding of and adherence to all Company standards, state and federal laws and regulations as well as product pricing guidelines of all lenders, agencies, or business partners.
• Customer Service- Providing excellent customer service through the defined Larry H. Miller processes which promote efficiencies, fairness, and cost-effectiveness.
• Ethics/Integrity- Representing the Larry H. Miller Dealerships by conducting yourself in a professional and courteous manner that demonstrates integrity and avoids actual or perceived conflicts of interest while complying with company standards and business ethics.
• Oral Communication- Clearly identifying and professionally expressing issues in positive or negative situations.
• Planning/Organizing- Prioritizing and planning work activities and using time effectively.
• Quality- Demonstrating accuracy and thoroughness and monitoring your work to ensure quality.
• Dependability- Consistent, punctual attendance at work; following instructions; responding to management direction and soliciting feedback to improve performance.
• Time Management- The ability to integrate methods of time management to provide a consistent and effective workflow that is cohesive for the department and team.
• Safety and Security- Observing safety and security procedures and using equipment and materials properly.

Applications will be accepted and candidates evaluated on an ongoing basis until the position is filled.

Company management reserves the right to add to, change or retract portions of this job description. Employee is required to adhere to the qualifications, duties, and conditions of any revised job description.

Asbury Automotive Group is an equal opportunity employer. We provide equal employment opportunities to all individuals regardless of their race, color, religion, sex, national origin, age, disability, pregnancy, sexual orientation, gender identity, genetic information, or any other protected category as defined by applicable laws. We prohibit discrimination or harassment based on any of these characteristics and affirm our commitment to fostering an inclusive and diverse workplace.