Express Service Advisor

Job Summary:

The Express Service Advisor is the first point of contact for customers utilizing the Express Service lane. This role is responsible for providing an exceptional customer experience by accurately assessing vehicle needs, clearly communicating repair and maintenance recommendations, and ensuring efficient service flow. The Express Service Advisor acts as a liaison between customers and service technicians, maintaining high levels of customer satisfaction and loyalty.

Responsibilities:

• Greet customers promptly and courteously in the Express Service lane.
• Listen attentively to customer concerns and accurately document vehicle symptoms.
• Perform vehicle walk-arounds and conduct initial inspections to identify immediate needs.
• Clearly explain recommended services, maintenance, and repairs, including associated costs and time estimates.
• Obtain customer approval for all work performed.
• Dispatch work efficiently to Express Service technicians.
• Monitor the progress of vehicles in the Express Service lane and provide timely updates to customers.
• Answer technical questions about vehicle problems, warranties, services, and repairs.
• Address customer inquiries and resolve concerns with professionalism and empathy.
• Maintain accurate customer and vehicle records in the dealership management system.
• Ensure all required documentation is complete and compliant with regulations and standards.
• Promote Subaru's service offerings and loyalty programs.
• Collaborate effectively with service technicians, parts department, and other dealership staff.
• Maintain a clean and organized work area.
• Adhere to all dealership policies and procedures, including safety guidelines.
• Continuously strive to achieve or exceed customer satisfaction targets (CSI).

• High School Diploma or GED equivalent required.
• Previous experience in an automotive service role, preferably with a dealership or large facility, is highly desirable.
• Strong automotive mechanical and electrical knowledge.
• Excellent communication, interpersonal, and customer service skills.
• Ability to explain technical information clearly and concisely to non-technical customers.
• Proficient computer skills and ability to learn new software quickly.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Strong organizational and time management skills, with the ability to manage multiple priorities.
• Professional, well-groomed personal appearance.
• Valid driver's license with a clean driving record.
• Ability to drive both automatic and standard transmission vehicles.
• Positive attitude and a strong desire to provide exceptional customer service.
• Ability to stand for extended periods and perform light lifting.
• Reynolds Ignite DMS experience a plus

EOE/DFWP

Salary : $50,000 - $60,000