Job Description

POSITION SUMMARY:

To uphold the legal and financial well-being of the company while taking on the roll as a customer advocate in each and every step of the service process. The Service Advisor is responsible to follow each step of the service process professionally and ethically. This person will be expected to oversee and execute documentation, recommendations, pricing, selling, dispatching, communication, teamwork and to ensure that above all else the needs of and commitments to the customer are met. Responsible to ensure that the vehicle is repaired or serviced correctly the first time. Ensure repair costs are well communicated with transparency and are accepted by the responsible party. Provide a final delivery of the vehicle in a way that will “WOW” the customer, create future commitments and retain them as a Nissan of Costa Mesa customer through the ownership cycle.

THE KEY COMPETENCIES FOR THIS ROLE INCLUDE:

Results Oriented– the ability to plan and achieve business goals within the timelines established

Interpersonal Skills – the ability to interact well with employees and customers at all levels, socially poised

Communication – ability to identify and deliver critical information to the appropriate parties

DUTIES AND RESPONSIBILITIES:

· Greet all customers promptly and professionally.

· Gather all necessary vehicle information while performing a walk around inspection.

· Gather all pertinent customer information for documentation, communication, and scheduling.

· Determine customer’s primary concern or need first then review additional maintenance needs.

· Take any additional action needed to verify condition including road test.

· Offer a no cost vehicle condition inspection to each and every customer.

· Establish and maintain great customer relationships that encourage repeat and referral business.

· Document and give fair, competitive, transparent price quotes, with the customer and dealership’s best interest in mind.

· Handle all customer complaints immediately and resolve to the customer’s satisfaction.

· Determine labor hours, parts and labor cost on each repair before dispatching repair to technician.

· Schedule all incoming and future appointments in Customer Relationship Management System or Dealership Management System.

· Educate customers about the ability to schedule an appointment online

· Communicate with each customer in a fashion that leaves them feeling comfortable and informed every time.

· Provide the customer with detailed status updates until point of vehicle delivery

· Provide an active delivery and explanation of work and charges that leaves NO unanswered questions or concerns.

· Maintain KPI at or above designated standards.

· Meet dealership’s standards for repair/order production.

· Follow Safeguards rules and regulations.

· Quality-check completed jobs.

· Ensure that customers' service files are up-to-date and are readily available for reference.

· Maintain a clean organized work area.

· Apply high standards of employee conduct which include reliability, promptness, courtesy, appearance, and professional behavior.

· Other duties as assigned

EDUCATION and/or EXPERIENCE:

· Must have a high school diploma or equivalent.

· One-year automotive retail service consultant experience preferred, but not required

· Reynolds & Reynolds DMS knowledge – preferred but not required

· ASE Certificate (C1) – preferred but not required.

· Strong record of positive customer satisfaction results.

· Must have a thorough knowledge of automobiles and repair work preferred, but not required

COMPUTER SKILLS:

Inventory Control Software, proficiency in web-based applications, Microsoft Office Products

Job Type: Full-time

Pay: $50,000.00 - $80,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Day range:

• Monday to Friday
• Rotating weekends

Work Location: In person