Service Advisor - Volkswagen of Fort Walton

Position: Service Advisor - Volkswagen of Fort Walton Beach
At Step One Automotive, we are committed to an environment where the customer is always treated with respect and dignity. Our team members are our most valuable resource and growth is encouraged through diligence, teamwork & creativity. Above all, there is the highest standard of honesty and integrity when conducting business. Find out why we are a step above the rest!

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The Service Advisor greets customers on the drive at their vehicle, listens to their description of the problems or service needed, determines the type of service required and prepares repair orders. At all times, the needs and satisfaction of our customers must be the most important aspect of their interaction. We must have the ability to understand and analyze a customer’s needs and how we can address their requirements.

If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and contact the customer for permission to do the work. They also advise customers on other available services. Service Advisors may work within the Service Department and/or the Express Department, however assigned duties do not differ between departments. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Duties/Responsibilities:

Follows SOAG advisor service drive process

Prepares a pre-write for the next day’s appointments detailing required services due, previously declined services, and any open recalls or service campaigns.

Greets client on the drive at their vehicle

Performs a thorough walk around of the vehicle with the client, detailing any damage and measuring the tread depth of the tires

Helps identify a mechanical problem by questioning the customer or doing a visual inspection

Confers with customers about inspection results, recommends corrective procedures and prepares work order for needed repairs.

Adds a decline line on the repair order for any declined services or repairs

Obtains client’s signature on tablet for approved repairs and services

Write a brief description of the customer’s concern on the repair order to help the technician diagnose the problem.

Explains the work performed and the repair order charges to the customer.

Handles customer complaints.

Schedules service appointments.

Obtains customer and vehicle data prior to arrival when possible.

Greets customers in a timely, friendly manner and obtains vehicle information at the vehicle on the service drive.

Maintains above benchmark customer pay hours per repair order

Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.

Provides a complete and accurate written cost estimate for labor and parts.

Updates clients daily on vehicles progress to completion of repairs

Records all communications with the customer through X Time, in the Notes field.

Establishes customer's method of payment. Obtains credit approval, if necessary.

Verifies and corrects customers’ information, including but not limited to email address, phone number, and home address. Must also include the license plate number on the repair order. Safeguards all customer information at all times.

Notifies dispatcher of incoming work.

Checks on progress of repairs and contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.

Reviews repair orders to ensure that work is completed, and…