Service Advisor

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Full Time Des Moines, IA, US

Willis Automotive
is a family and locally owned automotive group located in Des Moines, IA. We carry INFINITI, Cadillac, Lexus, MINI Cooper, Jaguar, Land Rover, Volvo, Chevrolet, and Nissan. Our growing company also includes Collision, Detail, and Reconditioning teams. At Willis Automotive, we adhere to our six core values to maintain a tradition of automotive excellence and service leadership for all of our guests!

• A great benefits package, available the first month following 30 days of employment, which includes:
  Medical, Dental, Vision, Short and Long Term Disability, plus additional supplemental insurances
• 401k with company match
• Paid Time Off and 7 paid holidays
• Employee discounts at all locations
• Paid training and development on and off-site
• Employee appreciation: employee of the month, food trucks, community involvement, discounted event tickets, and more!

Under the direction and supervision of the Service Manager, this position is responsible for consulting with customers and determining their service needs. Exercises initiative and independent judgment in the performance of assigned tasks. Performs all duties within the objectives, standards, and policies of Willis Automotive.

• Understands that business is built on customer satisfaction and service; makes the commitment to always guarantee customer satisfaction.
• Greets all customers in a professional, timely and courteous manner.
• Communicates with service customers to determine the nature of mechanical problem(s).
• Obtains the necessary customer and vehicle data and enters into the company-sanctioned software.
• May test-drive the vehicle or refer to the technician as needed.
• Advises the customer on the care of their vehicle and the value of maintaining their vehicles in accordance with manufacturers' specifications, using maintenance menus (if applicable).
• Advises customers if additional work is needed; explains the details including the additional costs and time considerations.
• Writes the RO (repair order) with exact repair instructions and information needed; updates RO as needed.
• Ensures that RO's are properly billed and revenues collected in a timely manner.
• Responds timely to customer voicemails and/or emails.
• Communicates with dispatcher on incoming service work.
• Provides estimates for labor and parts; establishes each customer's method of payment and obtains approval of credit, if necessary.
• Obtains customer's signature on repair order; provides customer with a copy.
• Monitors the progress of each repair throughout the day; contacts customer regarding any changes; makes follow-up calls to customers regarding the service work performed.
• Understands and follows federal, state, and local regulations, such as those governing the disposal of hazardous wastes, OSHA right-to-know, etc.
• Maintains certification and schooling in specified dealership lines.
• Communicates work accomplishments and activities to supervisor on a regular basis.
• May assist in the dispatch area on a back-up basis.
• Attends company/department meetings as requested or required.
• Performs any other related duties as assigned.

• Ability to read and comprehend instructions and information
• High school diploma or the equivalent
• At least three years of relevant experience in a dealership environment preferred
• At least one year experience in customer service role required
• General knowledge of vehicle mechanical operations
• Acceptable driving record in accordance with insurance provider
• Ability to operate vehicles with both manual and standard transmissions
• Good PC computer/keyboard skills; knowledge of computerized service systems helpful
• Ability to become proficient in Reynolds & Reynolds service applications for position
• Basic use of Internet and email systems
• Excellent written and oral communication skills
• Must have ability to work well in a team-based environment