Service Advisor

Job Details

Job Location:

Price Toyota - New Castle, DE 19720

PRICE TOYOTA IS NOW HIRING FRIENDLY FACES TO ASSIST SERVICE CUSTOMERS!

Acts as the principal contact between the customer, the repairing technician, and the parts department on sales and service of the mechanical repair or maintenance of customer vehicles

The primary goal is to provide the maximum level of customer satisfaction to enhance customer loyalty while capturing all available opportunities in the sale of service and parts

• Greets customers in a timely and friendly manner
• Provides fast, efficient and courteous service to customer by interpreting their requests, scheduling, coordinating the diagnosis and repair of their vehicle
• Presents each customer with the dealerships suggested maintenance menu while providing accurate and honest advice to customers on recommended services for the care of their vehicles. 100% menu presentation is expected when the vehicle is due for factory scheduled maintenance.
• Explains technical information about repair to customers in a clear, concise and professional manner
• Provides accurate cost and time estimates when discussing the customers concern
• Collects the necessary information (e.g., when, how often, hot, cold, etc.) pertaining to the concern so a proper repair can be effective
• Makes and implements decisions regarding repair options
• Coordinates activities to ensure repair work is fixed during the first visit and on time. If second repair visit, advises Service Manger so that proper documentation can occur. Follows established manufacturer protocol including verification of the owners complaint
• Obtains the customers written approval on all repair orders at the time of the write-up or when closing additional sales. Records who have approvals on any additional repair request (who, dollar amt., date, time) on repair order
• Ensures that customer complaints are handled tactfully, promptly, with genuine concern, and according to dealerships guidelines
• Follows manufacturers requirements for complaint, cause and correction documentation on all repair orders
• Takes the initiative to exceed customer satisfaction, even if it requires overcoming obstacles

• Coordinates the entire repair process and insures technician completes necessary documentation of the repair process and recording related labor time allotments or "time punching" expended during the repair
• Provides clear and legible record of service completed for both customer and dealership use
• Monitors the progress of the repair and contacts customers during the course of the repair regarding any changes in the time and cost estimates ensuring their participation and engagement in the repair process
• Ensures that all repair orders initiated are appropriately complete and closed on a timely basis to manage the work-in-process flow
• Contacts every customer at completion of repairs and pre-delivers vehicle to eliminate concerns on pick up. Completes an active delivery, in person or by telephone
• Inspects repaired vehicles to ensure quality and safety standards are met when required
• Ensures the cleanliness of customers vehicles
• Follows up with customers after the repair to ensure service satisfaction
• Works to eliminate dealer liabilities during the repair process
• Completes the repair order in its entirety including all coding and proper application of labor time
• Establishes and maintains good working relationships with customers to encourage repeat and referral business
• Works to reference and apply information found in technical publications, periodicals, bulletins, etc.
• Complies with federal, state, and local regulations, such as safety requirements, hazardous waste disposal, OSHA, Right-to-Know, etc.
• Strives for harmony and teamwork within the Service Department and other departments
• Participates in scheduled department meetings to discuss issues, concerns, and departmental goals
• Treats all associates in a professional manner (no shouting, vulgarities, or inappropriate comments either written or verbal)
• Keeps up-to-date on all industry information
• Keeps and maintains a manual that includes accurate and timely records of customer comebacks, customer contacts, and other dealership or manufacturer information as required
• Attend and successfully complete required manufacturers and dealership training to maintain skill levels and ensure appropriate certification status. Monitors training status thru manufacturer…