Service Advisor

Job Description:

Are you passionate about the automotive industry and customer service? Little Apple Toyota Honda is looking for an enthusiastic Service Advisor to join our team. You'll play a vital role in ensuring our customers receive exceptional service, from scheduling their appointments to delivering completed vehicles. You will also have the opportunity to introduce customers to value-added products and services, all while working in a collaborative team environment.

Key Responsibilities:

* Customer Service Excellence:
Greet customers promptly, assist them with their vehicle service needs, and provide clear communication throughout the service process.

* Appointment Scheduling:
Manage and schedule service appointments efficiently using dealership systems.

* Repair Order Management:
Assist with various types of repair orders including customer-pay, warranty, and internal repairs (UCI's, PDI's, Aftersales/We Owe).

* Effective Labor Rate:
Maintain Industry Benchmark Hours per repair order and maximize effective labor rate.

* Sales of Services:
Introduce and sell dealership products and services, including non-warranty or prepaid service plans, maintenance, repairs, and accessories.

* Multi-point Inspections:
Ensure a multi-point inspection is performed on every vehicle and provided to customers via Xtime Inspect.

* Customer Communication:
Keep customers updated on the progress of their vehicle repairs and explain completed work and inspection results prior to vehicle delivery.

* Documentation:
Follow the 3 C's process (Customer Concern, Cause, Correction) to document all services and repairs accurately.

* Warranty Process:
Ensure all warranty information is correctly obtained and documented.

Expectations:

General Expectations:

* Deliver exceptional customer satisfaction consistently.

* Establish and work towards personal performance goals in line with company standards.

* Attend weekly meetings to share ideas and solve problems.

* Participate in ongoing training and performance management to stay current with industry changes and technologies.

* Follow company policies, work rules, and employee handbook guidelines.

* Adhere to safety and confidentiality policies.

Job-Specific Expectations:

* Meet sales quotas and goals, including average dollars per repair order and penetration percentage on sales.

* Utilize established procedures for warranty handling, ensuring timely and effective completion of all repair paperwork.

* Maintain communication with customers, providing timely updates on repair status, cost, and completion time.

* Work closely with technicians to ensure efficient use of resources and accurate repair estimates.

Compensation & Pay Plan:

Your pay is determined by your certification levels, tenure, and performance. Little Apple Toyota Honda offers a clear Career Path to help you grow in your role. You will also be eligible for the following incentives:

* Customer Service Index (CSI) Bonus:
Based on monthly survey scores with Honda and Toyota.

* Advisors must send at least 70% of estimates via text to qualify.

* Bonus tiers range from 90% to 100%, with incremental rewards.

* Additional Bonuses:
Periodic bonuses based on performance.

Qualifications:

* Licenses: A valid driver's license is required.

* Preferred Experience:

1 year as a service Writer or in a similar role is preferred.

* Communication

Skills:

Excellent communication skills, both written and verbal, are a must.

* Physical Requirements:

Ability to work both indoors and outdoors, lift over 50 lbs occasionally, and perform repetitive tasks such as walking, bending, and grasping.

Benefits:

Little Apple Toyota Honda offers a comprehensive benefits package, including:

* Health and Dental Insurance

* Paid Time Off

* 401(k) with Employer Matching

* Employee Discounts on Products and Services

* Ongoing Training and Development Opportunities

For more details, visit our Career Benefits Page.

Ready to join our team? Apply today!