Doherty Automotive Group

Overview:As an Automotive Service Advisor, you will be the liaison between customers and our automotive service technicians. Your primary responsibility will be to provide exceptional customer service, understand vehicle issues and maintenance needs, and recommend appropriate services to ensure customer satisfaction and vehicle safety.

Key Responsibilities:

1. Customer Interaction: Greet customers courteously and listen to their concerns regarding their vehicles. Provide clear explanations of recommended services and their benefits.

2. Service Recommendations: Utilize knowledge of automotive maintenance and repairs to accurately diagnose issues and recommend appropriate solutions. Inform customers about warranties and service options.

3. Appointment Scheduling: Schedule service appointments and ensure timely delivery of vehicles to customers after service completion. Coordinate with technicians to prioritize workload.

4. Estimates and Invoicing: Prepare accurate cost estimates for repairs and maintenance. Review invoices with customers, explaining costs and service details.

5. Technical Liaison: Communicate effectively with automotive technicians to ensure repairs are completed correctly and on time. Follow up with customers regarding any changes to service timelines.

6. Customer Follow-up: Follow up with customers post-service to ensure satisfaction and address any concerns. Maintain long-term relationships to foster repeat business and referrals.

Required Skills and Qualifications:

• Excellent communication skills, both verbal and written.
• Strong customer service orientation with the ability to resolve customer complaints effectively.
• Knowledge of automotive systems and repairs.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Proficiency with computer systems and software used in automotive service centers.
• Professional personal appearance
• Ability to read and comprehend instructions and information
• Ability to meet company's production and quality standards

Working Conditions:

• Typically works in a service department environment.
• May require occasional lifting or moving of automotive parts or equipment.
• Flexible schedule, including evenings and weekends, may be required based on customer demand.

Physical Requirements

Surroundings-spend time indoors in air-conditioned areas.

Sitting- on a regular basis

Standing- on a regular basis

Walking -on a regular basis

Bending, twisting and/or stooping- on a regular basis

Kneeling and/or Squatting-on a regular basis

Lifting- over 50 lbs. infrequently

Reaching and/or lifting overhead- on a regular basis

Climbing- stairs

Repetitive hand/finger movement- on a regular basis

Grasping/grabbing with hands- on a regular basis

Pushing and Pulling - on a regular basis

ExpectationsGeneral Expectations

Devote himself/herself to insuring satisfaction to customers.

Determine management, production and quality requirements by asking questions and listening.

Attend company meetings as required.

Maintain a follow-up system that encourages follow through with assigned projects.

Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.

Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.

Understand the terminology of the business and keep abreast of technology changes in products and services.

Know and understand the federal, state and local requirements which govern the company’s business.

Follow lawful directions from supervisors.

Understand and follow work rules and procedures.

Participate in performance management.

Interact well with others and be a positive influence on employee morale.

Uphold the company’s non-disclosure and confidentiality policies and agreements.

Work evening, weekend and holiday work hours as required.

Job-Specific Expectations

Determine costs and completion date. Communicate expected repair time to customer.

Analyze progress to maximize efficiency and maintain high quality of repairs.

Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources.

Prior to the start of a repair job, ascertain the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.

Diagnose problems correctly and accurately describe those problems on the repair order.

Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction.

Be available to aid technicians as appropriate if they have having trouble completing service work.

Produce accurate estimates for wreck and internal repairs.

Provide cashier transactions when needed.

Adhere to procedures for timely and proficient dealing of warranty items such as correct storage and labeling.

Become familiar and proficient with all phases of the computer system needed for parts and service management, developing and maintaining the skills required.

Start and finalize repair orders for warranty, customer paid, and internal repair.

Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.

Be polite and friendly and greet customers promptly.

Conduct telephone transactions courteously, and quickly.

Provide excellent customer service for all customers whether external and internal.

Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.

Notify customers promptly regarding any delays, changes, or additional work that is required.

When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.

Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate.

Career Path:This position offers opportunities for advancement within the automotive service industry, including roles in management or specialized technical areas.

Conclusion:The Automotive Service Advisor plays a crucial role in ensuring customer satisfaction and operational efficiency within our service department. If you have a passion for cars and enjoy working directly with customers, we encourage you to apply and join our team!