Service Advisor

Overview

At Teton Auto Group, we are committed to an environment where the customer is always treated with respect and dignity. Growth is encouraged through diligence, teamwork & creativity. Above all, there is the highest standard of honesty and integrity when conducting business. If you have an interest in automotive and a desire to develop a career in the industry, apply today!

• Medical, Dental & Vision Insurance
• 401K Plan
• Paid time off and vacation
• Growth opportunities
• Paid Training
• Employee vehicle purchase plans
• Long term job security
• Health and wellness
• Discounts on products and services

The Service Advisor is the dealership's first-line customer relations and service sales representative. The main job functions include satisfying customer and vehicle related concerns, meeting predetermined sales objectives, and thoroughly and accurately perform designated administrative activities. The Service Advisor acts as an assistant to the service manager by working with the team leader to co-manager their group of technicians.

• Greet customers promptly and efficiently in person and on the phone while utilizing MAGIC
• Maintain a high level of cleanliness, grooming, and uniform appearance.
• Conduct all business with sincerity, honesty, and genuine concern for customers
• Listen to customer’s description of the problems or services needed to determine the type of service or repairs required, and prepare estimates and invoices for repairs and parts
• Offer logical diagnostic services or repairs to satisfy the customers’ concerns
• Provide accurate estimates for all the services or repairs recommended
• Handle minor customer complaints and/or misunderstandings with courtesy, tact, and in a manner that does not further aggravate the problem
• Perform walk around on customer’s vehicle with customer present
• Write a brief description of the problem on the repair order to help the technician locate the problem
• Communicate vehicle promise time to customer when checking them in
• Explain thoroughly to customer all completed work and any recommendations technician may have, go over 120-point inspection with explanation
• Collect payment from customer
• Act as a liaison between customer and manufacturer representatives and technicians
• Track repair orders, parts requests, unsold repairs
• Perform timely follow up with customer
• Personally, turn customers over to the service manager or other designated management representatives with complaints that cannot be satisfied at the ASM level
• Answer incoming telephone calls promptly, courteously, and make every effort to satisfy the caller’s inquiry.
• Strive to make sure that every customer is very satisfied with the level of service offered by the dealership. Maintain CSI ratings at or above the levels designated by management.
• Ensure timely and accurate completion of repair orders and completed work
• Schedule appointments, answer any questions customer may have regarding repairs or maintenance that are needed
• Maintain manufacturer certification as required

• Sell the proper repairs and/or services responsive to the customer’s perceived needs
• Present a service menu of recommended maintenance services to every service customer
• Make a genuine effort to sell the maintenance services due on every service customer’s vehicle according to eh “Active Customer Reception” process
• Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guides
• Give every customer an accurate estimate at the same time that the quick write sheet is initially written. Provide them with an estimate copy of the quick write sheet with a business card attached.
• Obtain the customer’s written approval on all quick write sheets at the time of write-up or on the repair order when closing the repair order for additional add-on sales
• Obtain properly documented telephone approval for all add-on sales when the customers are not at the dealership
• Meet or exceed sales objectives set by management (see below)
• Group productivity objective – 125%
• Repair orders per day – 16-18 total
• Hours per repair order – 2.3-2.8…