Toyota of Smithfield Service Advisor

Job Details

Job Location:

Toyota of Smithfield - Smithfield, RI 02917

Salary Range: $40,000.00 - $ Base+Commission/year

Service Advisor

The Service Advisor is responsible for providing excellent customer service, remembering that our customers' perspectives come first. This individual presents a welcoming, professional greeting to customers and helps identify, confirm, and offer resolution to customer concerns. The Service Advisor has a sincere desire to serve our customers. The Service Advisor finds and communicates additional repair and service needs to customers based on multi-point vehicle inspection.

Serves as the communicator between customer and technician, ensuring the customer’s needs are understood by the technician and the required and recommended service/repairs are understood by the customer.

The Service Advisor reports to the Assistant Service Manager and Service Manager for day-to-day issues.

• Answer incoming telephone calls in a welcoming and professional manner.
• Follow the Initial Customer Contact process:
  • Greet customers in a welcoming and professional manner.
  • Identify, confirm, and offer resolution to customer concerns.
  • Communicate with customers what needs to be done according to the manufacturer's recommended service maintenance items and explain the cost.
  • Assess customer needs by conducting a vehicle walk-around with the customer.
  • Use the company iPad to check the condition of the vehicle, identify dents, dings, and scratches with the customer, and obtain a signed condition report.
  • Attain a signed Repair Order from customers for the services requested.
  • Explain the multi-point inspection process.
  • Write complete and accurate repair orders using the CDK system.
• Provide estimates that are accurate and support upfront pricing.
• Obtain approval to review findings of multi-point inspection and associated prices.
• Obtain approval to proceed with Additional Service Requests.
• Return repair orders to the dispatcher or technician to complete the requested work immediately.
• Communicate with technicians/dispatchers to clearly understand the services required and performed.
• Follow up with the customers during the repair/servicing of the vehicles so they are aware of the status.
• Receive and process cash or credit payments for all services performed and complete payment and repair order conciliation reports.
• Upon completion of service, promptly and professionally deliver the vehicle to the customer.
• Provide final Repair order explanation of services completed and future recommendations for services explained.

• Customer Satisfaction Index at regional level or above.
• Hours per repair order: monthly average two hours per repair order.
• Additional Service Request (ASR) penetration 35% or above.
• Effective Labor Rate: maintain an effective labor rate of 85% of the door rate.

• Regularly required to sit, stand, walk, use hands and fingers to feel and handle, reach with arms and hands, talk, and hear.
• May be required to stoop, kneel, crouch, lift up to 25 pounds or exert a force up to a maximum of 25 pounds.

• Health, dental, life and disability insurance
• 401(k) with company match
• Flexible spending accounts
• Paid Time-Off

• Communication skills – communicates effectively with others.
• Time management – managing one’s own time and the time of others.
• Typing – the ability to type efficiently to enter repair orders.
• Mathematics – calculating service costs and counting change.
• Basic computer skills.