Service Advisor Full Time

Position Goal

The Service Advisor is the center of communication and the liaison between customers and the technicians. Serving as the primary pointofcontact for all automotive service and repair matters the Service Advisor must listen and thoroughly understand customer problems arrange for appropriate service/repairs and set/manage expectations on the part of the customers and the technicians in terms of service delivery. Service Advisors makes sure the customer knows what repairs are needed and what repairs and maintenance are recommended. Responsible for adhering to Graham Auto Repairs (GAR) purpose vision essentials and core values.

Position Responsibilities

• Provide excellent customer service by being the communicator and liaison between the customer and technician.
• Answer phones three rings or less and respond to text messages chats emails and voicemails professionally and promptly.
• Follow up on any outstanding jobs or estimates with the customer.
• Gather relevant information from customers to accurately diagnose and document vehicle issues. All items must be updated and entered into Tekmetric.
• Perform walkaround procedures and inspection and enter all data into the system.
• Develop proper estimates that include materials supplies and labor; calculate customers payment.
• Correctly and adequately create repair orders by following the set policies and procedures including the ATI sevenstep sales process.
• Ensure the customers needs are understood by the technician.
• Responsible for ordering parts correctly and timely receiving and tracking deliveries and processing parts and core returns.
• Responsible for posting part sublet and supply invoices.
• Explain the Courtesy Vehicle Health Inspection to the customer and all services that are due to their vehicle as well as any repairs that the technician flags.
• Must follow Best Practices for Tekmetric to include emails pictures vin # etc.
• Communicate any additional repairs and service needs to the customer based on vehicle inspection.
• Keep customers informed of service specials royalty rewards completion times and service expenses.
• Coordinate with the Shop Manager for part & labor warranty claims.
• Manage and resolve customer concerns and complaints with professionalism and empathy. Utilize the 3 Cs.
• Collaborate with the service team to optimize workflow and achieve departmental goals.
• Monitor and report on key performance metrics (KPIs) such as customer satisfaction sales and profitability.
• Constant communication with the Store Manager regarding any comebacks issues or delays.
• Create and maintain a good working relationship with all employees vendors dealerships and parts suppliers.
• Drive shuttle service when needed.
• Pick up parts in emergency situations.
• Build fleet services.
• Keep a professional appearance.
• Keep the store customers areas and shared spaces such as lunchroom and restrooms clean well stocked and presentable at all times.
• Attend weekly team meetings (Wednesday)
• Must complete 40 hours of additional training per year.
• Complete 1 hour of ATI Overdrive training per week until its completion.
• Assist with special projects and duties as assigned.

Position Requirements and Qualifications

• Previous automotive experience preferred.
• 1 year of prior customer service experience is required.

• Valid drivers license and satisfactory driving record is required.
• Must take 2 ASE tests per year until G1 and C1 are obtained.
• Above average computer skills.
• Superior attention to detail.
• Excellent written and oral communication skills.
• Able to work under pressure and with strict deadlines.
• Must be able to work independently without supervision in a selfmotivated and trustworthy capacity.
• Must have organizational and problemsolving skills.
• Ability to complete assigned tasks in a timely manner.
• Must be able to obtain at least one ASE certification within one year.
• Must be able to travel.

Physical Demands & Working Conditions

Must be able to remain in a stationary position 50% of the time. Constantly operates a computer and other office machinery. Occasionally ascends/descends stairs. Will frequently communicate both verbally and electronically. Occasionally will move/lift items up to 20 lbs. Primarily will work indoors but may be exposed to outside weather conditions and shop noise.

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