Automotive Service Advisor

PAY RANGE FOR THIS POSITION: $24.00/hour - $70.00/hour (or more!) This position is a commissioned position and the pay is dependent on how well you perform. There is great earning potential for this position.

JOB DESCRIPTION - Automotive Service Writer

About Knudtsen

Knudtsen Foothills Lincoln Mazda is seeking an Automotive Service Writer to join the Knudtsen family. Knudtsen is a family-owned and operated company that provides the Spokane and Post Falls communities with new and used cars, full-service body shops and service departments, as well as genuine Mazda and Lincoln Parts. At Knudtsen, we strive to be a team and truly value our relationships with each other, our customers, and the community.

Additionally, we have some great benefits:

• Paid health insurance - medical, dental, vision - for employees and dependents

• Life insurance plans

• Paid holidays

• Sick pay

• Paid vacation

• Employee purchase discounts

• 401(K) Retirement Savings Plan (4% Employer Match!)

• Training and education assistance

Summary of Position

This position is a key member of the Service Department that will work closely with the Service Technicians to deliver excellent service to our Mazda and Lincoln Service guests. As an automotive service writer, your primary responsibilities are to inspect customer vehicles to determine their working condition and needed repairs and calculate how much any necessary repairs would cost. This position required a high level of integrity, excellent communication skills and top notch guest service skills.

Responsibilities

• Greet all customers in a prompt, enthusiastic, and courteous manner, using the customer's name, to make them feel comfortable and determine the nature of their call or visit.

• Schedule customer appointments by asking what times are convenient for them to bring in their vehicle and confirm contact information such as telephone number and email address.

• Establish and maintain customer relationships through addressing them by name, telling them we appreciate their call at the start of the conversation and thanking them for calling upon end of the call, thus encouraging repeat and referral business.

• Perform pre-write of repair orders when possible by printing VIS, recall, and maintenance menu prior to customer arrival.

• Present VIS and maintenance menus and advise of open recalls, service contract coverages, and needed routine maintenance.

• Begin write-up process by determining the reason for the customer's visit. Document the customer complaint and additional information gained through customer interview, visual inspection, road test (if needed), open recall information, and maintenance that the customer agrees to on the repair order.

• Assist in identifying mechanical problems by conversing with the customer, executing a visual inspection, or performing a road test when necessary.

• Inform the customer about the benefits of performing a Multi-Point Vehicle Inspection (MPVI) and secure their permission to perform. After getting permission, complete the upper portion of the MPVI by walking around the vehicle with the customer, noting conditions found and documenting them on the repair order.

• Develop preliminary time estimates based off the customer's primary concern or need and address additional maintenance needs as observed.

• Give fair, competitive, transparent price quotes that are accurately documented on repair orders and have the customer's best interests in mind.

• Determine customer's transportation needs and secures rental or shuttle ride for duration of their service visit. If waiting, escort the customer to the lounge.

• Present Multi-Point Vehicle Inspection results to the customer and revised completion time
  -if they decide to add work to the repair order.

• For the waiting customer, visit them in the waiting area and notify them of MPVI results within 15 minutes as well as any additional services needed along with price and time estimates. As their vehicle is being serviced be sure to update them on the progress.

• For the non-waiting customer, confirm their preferred contact method before they leave and contact them with the MPVI results and any additional services needed along with price and time estimates. As their vehicle is being serviced, be sure to update them on the progress.

• Verify warranty and service contract coverage and follow up with Warranty Administrator to ensure all procedures are handled correctly.

• Serve as the liaison between the customer and the technician, ensuring that the customer's needs are understood by the technician, and the recommended service and repairs are understood by the customer.

• Inspect vehicle after service completion to ensure it appears in a better condition than it did when it came in.

• Inform customer of all services performed and explain future needed services so they may make a future appointment at that time.

• Collect payment and escort customer to their vehicle.

• Resolve customer complaints immediately and in accordance with Knudtsen processes.

• Maintain Customer Service Index score at or…