Service Advisor- Steven Toyota

About the Company:

At Steven Toyota, we value diversity and strive to provide a welcoming and inclusive environment for both our employees and customers. We are committed to offering top-notch service and building lasting relationships with our clients. Join us in our mission to deliver excellence in automotive sales.

Description of the role:

We are seeking a customer-focused and detail-oriented Service Advisor to be the vital link between our customers and service team. In this role, you will be the first point of contact for customers, delivering a welcoming and empathetic experience while clearly communicating service needs, repair options, and estimated timelines. You will actively listen to customer concerns, provide transparent explanations without technical jargon, and ensure expectations are managed effectively throughout the service process.

Your responsibilities will include writing accurate repair orders, coordinating with technicians and the parts department, and proactively updating customers on the status of their vehicles. By providing expert guidance, addressing concerns promptly, and following up post-service, you will help build lasting trust and loyalty. The ideal candidate is a strong communicator, problem-solver, and advocate for customer satisfaction who upholds the dealership's high standards of professionalism and care.

Responsibilities:

• Exceptional Customer Engagement
• Warmly greet every customer with a welcoming demeanor, making them feel heard and valued from the moment they arrive
• Actively listen to their concerns, asking clarifying questions to thoroughly understand their vehicle's symptoms and their personal priorities
• Empathize with their situation, acknowledging any inconvenience and assure them of our commitment to a positive resolution
• Clear & Transparent Communication
• Clearly explain recommended services, diagnostics, and repairs in easy-to-understand terms, avoiding jargon
• Provide accurate estimates for time and cost, managing expectations proactively and communicating any changes or delays promptly
• Present multiple options when available, empowering customers to make informed decisions about their vehicle's care
• Proactive Problem Solving & Resolution
• Anticipate and address potential customer concerns before they arise
• Handle inquiries, concerns, and any escalations with patience, professionalism, and a solutions-oriented approach, ensuring customer satisfaction
• Follow up with customers after service to confirm their satisfaction and address any remaining questions
• Efficient Service Coordination
• Accurately write repair orders and provide detailed instructions for technicians
• Collaborate seamlessly with technicians and parts departments to ensure timely and quality service delivery
• Monitor vehicle progress throughout the service process, providing regular updates to customers
• Building Trust & Loyalty
• Educate customers on their vehicle's needs, maintenance schedules, and the value of genuine Toyota parts and service
• Build long-term relationships based on trust, transparency, and consistent positive experiences
• Act as an advocate for the customer within the dealership, ensuring their needs are met
• Dealership Standards
• Maintain high standards of professionalism and customer service in all interactions
• Adhere to all dealership and manufacturer policies and procedures

Requirements/ Qualifications:

• Proven Customer Service Excellence (Required): A demonstrated track record of delivering exceptional customer service, ideally in a fast-paced retail or service environment
• Outstanding Communication Skills: Superior verbal, written, and active listening abilities. The capacity to explain complex information simply and empathetically
• High Emotional Intelligence: Patience, empathy, and the ability to effectively manage diverse customer personalities and situations
• Problem-Solving Prowess: A calm and methodical approach to resolving issues and de-escalating challenging situations
• Strong Organizational Skills: Ability to multitask, prioritize, and manage time effectively in a busy environment
• Automotive Aptitude: A basic to strong understanding of automotive maintenance and repair (previous Service Advisor experience at a dealership is highly preferred; Toyota experience is a significant plus)
• Computer Proficiency: Comfortable with Dealer Management Systems (DMS), scheduling software, and standard office applications
• Valid Driver's License and Clean Driving Record
• High School Diploma or equivalent (some college or trade school preferred)

Benefits:

• Competitive compensation
• Opportunities for growth and development
• Health insurance and retirement plans
• Employee discounts on vehicles and services
• Birthday off Paid
• Paid time off

Work environment /Physical demands:

• Be able to work under hot and cold weather
• Able to lift more than 20lbs
• Be able to be exposed to allergens
• Stand for long periods of time
• Able to navigate multiple software programs
• Be able to bend, crouch, and kneel
• Able to work around loud noises
• Be able to work around fumes and odors
• High pace work environment
• Be able to work in a well-lit work environment