Kia Automotive Service Advisor

Job Details

Job Location:

Kia West Springfield - West Springfield, MA 01089

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

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, finds and communicates additional repair and service needs to customers based on multi‑point vehicle inspection, and serves as the communicator between customer and technician, ensuring both parties understand the required and recommended services.

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: greet customers, identify issues, and offer resolution.
• Communicate the manufacturer’s recommended service maintenance items and explain costs.
• Conduct a vehicle walk‑around to assess customer needs.
• Use the company iPad to record vehicle condition, noting dents, dings, and scratches, and obtain a signed condition report.
• Obtain a signed Repair Order from customers for requested services.
• Explain the multi‑point inspection process.
• Write complete and accurate repair orders using the CDK system.

• Provide accurate estimates and support upfront pricing.
• Obtain approval of multi‑point inspection findings and associated prices.
• Obtain approval to proceed with additional service requests.
• Return repair orders to the dispatcher or technician for immediate completion.
• Communicate with technicians/dispatchers to clarify services required and performed.
• Follow up with customers during repair/servicing to provide status updates.

• Receive and process cash or credit payments for all services performed and complete payment and repair order conciliation reports.
• Promptly and professionally deliver the vehicle to the customer upon completion.
• Explain final repair order services completed and provide future maintenance recommendations.

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

• Regularly sit, stand, walk, use hands and fingers, reach with arms and hands, talk, and hear.
• May stoop, kneel, crouch, lift weight, or exert force up to 25 pounds.

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

• Communication skills – effectively communicate with others.
• Time management – manage one's own time and that of others.
• Typing – type efficiently to enter repair orders.
• Mathematics – calculate service costs and count change.
• Basic computer skills.