Automotive Service Advisor

Our Client, Wet Mountain Automotive, based in Westcliffe, CO, is seeking an experienced Automotive Service Advisor to enhance their service team. This role is responsible for providing our customers the highest level of guidance and support while engaging the technicians to deliver our services on time and on budget. This position is part of a team dedicated to excellent customer service and quality solutions.

The successful candidate will have the opportunity to work with a team of automotive professionals serving the local community. Applicants are generally able to easily make the commute from Canon City, Pueblo, or Salida; however as long as you can make the daily commute consistently and safely we encourage you to apply.

For qualified applicants, the interview process will include completing the online application and pre-screening questions, an initial behavioral interview by video (zoom) and then a face to face interview with the hiring manager. Apply today for immediate consideration.

Relocation Assistance and/or Housing Assistance available to the successful applicant.

Sign On Bonus of $1,000.00 for successful applicant. Position includes PTO, FAMLI, 401(k) with safe harbor match, monthly transportation stipend, professional development and more!

GENERAL PURPOSE OF JOB

Independently the incumbent is responsible for performing direct liaison and engagement activities in which you will be the main point of contact for our service customers. Your role is to ensure every customer has a great experience, from scheduling appointments to explaining repairs and services. You will also be responsible for customer services and administrative activities including but not limited to issuing work orders, entering services into the service management system, contacting customers, presenting service options, collecting payments, documenting your activities, and providing clear and concise information.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Maintain proactive and timely communications with clients and team members.
• Prepare for client service with a pre-write process to document client needs in advance of their arrival.
• Writes a brief description of the customer’s concern on the repair order to help the technician locate the problem.
• Advises customers about necessary service for routine maintenance.
• Confers with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints.
• Schedules service appointments.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Obtains customer's signature on repair order; provides customer with a copy.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked, and all keys are marked and put away correctly.
• Keeps service department forms, menus and pricing guides up to date.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Set, confirm and prepare for appointments with customers so they can have a great service experience.
• Use a consultative selling process to assist customers in planning for ongoing required maintenance of their vehicle.
• Communicate frequently with technicians and parts associates to ensure timely completion of work.
• Provide an exceptional customer experience to drive loyalty.
• Be an outstanding team member and provide excellent client service.

ADDITIONAL POSITION REQUIREMENTS

• Review work orders and discuss work with technician / service team.
• Attend staff meetings and capture minutes to include updates, task assignments and action items.
• Responsible for maintaining cleanliness of service waiting area and service deck for the safety of the staff and customers.
• Maintains a professional appearance.
• Gain superior product knowledge to effectively help customers
• Carries out duties in compliance with all federal and state regulations and guidelines.
• Complies with all company and site policies and procedures.
• Remains current in profession and industry trends.
• Makes a positive contribution as demonstrated by: making suggestions for improvement and learning new skills, procedures and processes.
• Is available for other duties as required.
• Is available for overtime as needed.

SUPERVISORY RESPONSIBILITIES

• None

QUALIFICATIONS: EDUCATION and/or EXPERIENCE

• High School Diploma or GED.
• Two (2) years of customer service experience.
• Two (2) years of professional experience in the automotive industry.
• Must have a valid driver's license.
• Prior experience as an automotive technician or automotive service advisor preferred.
• ASE certification preferred.

LANGUAGE SKILLS

• Read and interpret documents such as safety rules, general correspondence and standard operating procedure manuals.
• Read and understand service work orders, invoices, warranty documentation, service reports, packing slips, and other miscellaneous documents, forms, and reports related to the scheduling and service of customers automotive needs.

OTHER SKILLS, ABILITIES OR QUALIFICATIONS

• Successfully completes regulatory and job training requirements.

Computer skills:

• Work and be proficient with MS Office to include Word, Excel, and Outlook.
• Work and be proficient with SaaS / Cloud Based systems and customer database or automotive management systems.
• Ability to perform repetitive tasks while maintaining speed of work and attention to detail without loss to performance.
• Ability to work with others in a team environment.

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is frequently required to stand, walk, use hands to touch, handle or feel, and talk or hear.
• The employee must frequently lift and/or move up to 10 pounds.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision and ability to adjust focus.

Job Type: Full-time

Base Pay: $30.00 - $40.00 per hour

Benefits:

• 401(k) matching
• Paid time off
• Professional development assistance

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)

Ability to Commute:

• Westcliffe, CO 81252 (Required)

Ability to Relocate:

• Westcliffe, CO 81252: Relocate before starting work (Required)

Work Location: In person

Salary : $30 - $40