Service Advisor

Job description

Heller Ford in El Paso, IL is growing again! Our Service Department is in need of someone with experience in automotive repairs, maintenance and customer service. We need someone who can multi-task, prides themselves on accuracy and efficiency and has knowledge of vehicle repair work at a fast-paced dealership.

• Determine costs and completion date. Communicate expected repair time to customer.
• Analyze progress with technicians to maximize efficiency and maintain high quality of repairs.
• Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources.
• Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction.
• Produce accurate estimates for needed repairs.
• Provide cashier transactions when needed.
• 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 & chat transactions courteously, and quickly.
• Provide excellent customer service for all customers whether external or 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.

• Experience in automotive repair work (advisor, technician, etc.)
• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• Excellent communication skills with customers, technicians and other staff
• Ability to meet company's production and quality standards.

• Devote himself/herself to ensuring satisfaction to customers.
• Determine management, production and quality requirements by asking questions and listening.
• 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.

• Full Time position
• Paid Vacation
• Health, Dental and Vision Insurance offered
• 401K with potential company matching
• Job Type: Full-time