Automotive "Bench" Service Advisor Zionsville Northern Indianapolis

Company: GreatWater 360 Auto Care

Role: Bench Service Advisor

Reports to: District Manager and/or Service Manager

Purpose & Objective:

The Bench Service Advisor will travel to shops in their assigned district to assist with staffing issues. When not assisting another shop the Bench Service Advisor will report to their home shop. The Bench Service Advisor is assigned to the Districtnot any one shop. As a Service Advisor he/she creates a pleasant and memorable experience at every point of contact for the customer. Strives to build a lasting relationship with each customer based on trust. Develops a great working relationship with the Technicians that is founded on respect.

Job Responsibilities and Duties:

• Travels to shops in assigned district to operate as a Service Advisor to help with staffing issues (i.e. understaffing PTO absences etc.). If the DM does not assign the Bench Service Advisor to a shop to help with staffing concerns the Service Advisor will report to their home shop.
• The Bench Service Advisor may also be utilized to train newly hired Service Advisors.
• Greets customers warmly and politely and is available at all times in the customer waiting area to answer questions and/or address concerns.
• Answers incoming phone calls within 3 rings
• Tracks all vehicles and performs data entry of vehicle and customer information
• Tags vehicles upon arrival
• Enters vehicle and customer information into the Protractor database/software
• Takes responsibility for the workflow of vehicles by keeping current and clear notes on work orders and keeping track of the workflow stage each vehicle is in
• Works with Technicians by assigning work orders based on the Technicians availability and ability
• Communicates clearly and effectively with Technicians other Service Advisors and the Service Manager on customer needs/expectations prevalent work order information and which tasks you are working on to avoid working on the same task.
• Informs Service Manager when you are not able to be present in the customer waiting area so the waiting area can be staffed
• Reviews the Technicians recommendations of repairs/serviced needed on customers vehicle with the Technician
• Ensures all maintenance is up to date on the customers vehicle
• Builds the estimate and communicates with the customer for authorization of work to be done
• Communicates the customers approval to the Technician
• Receives ordered parts into the work order
• Upon job completion notifies the customer the vehicle is ready and arranges for payment and delivery of vehicle
• Perform road tests of repaired vehicles (as needed)
• Other tasks: Allow no job to be too small or beneath oneself. Fill in on tasks as needed to maintain the flow of the shop. Examples could be running a shuttle selling tickets checking out customers cleaning the bathroom picking up a part or any other task that can be safely completed which is needed.
• Any other task as assigned by Company or direct supervisor

Minimum Qualifications:

• High school diploma or GED is required
• 1 or more years Service Writer/Advisor experience or other experience that closely matches the Service Advisor responsibilities
• Strong customer service skills
• Sales Experience: Must have at least 1 year experience in any sales role or demonstrate an ability to sell.
• Organizational & Focus Skills: Must be able to work and complete work tasks in a timely fashion in an environment that has constant distractions and interruptions.
• Computer Knowledge & Ability: Must possess a working knowledge of how to use a Microsoft Windows software.
• Communication Skills: Must be able to communicate in English fluently both in verbal and in written form.
• Math Skills: Must possess ability to count. Must know how to perform basic math functions (addition subtraction division multiplication) using a calculator.
• Mechanical knowledge a plus to intelligently discuss repairs with customers

Work Environment & Physical Requirements:

• Physical Demands:
• Must be able to get into and out of various vehicles without assistance.
• Must be able to drive a motor vehicle with passengers.
• Must be able to lift and carry up to 50lbs without assistance.
• This job operates in an environment with extensive exposure to an automotive repair shop environment. The job will have exposure to a moderate noise level adverse weather conditions chemicals odors dirt and dust. This role routinely uses standard office equipment such as computers phones photocopiers & scanners.
• Must possess a current valid drivers license and have a satisfactory Motor Vehicle Report (MVR) to travel to/from shops in assigned district
• Ability to work flexible hours/days including evenings and if shops are open weekends; additional time may be required depending on business needs.
• Ability to stand for long periods and lift up to 50 lbs.; frequent reaching bending twisting pulling and pushing.
• Ability to view and operate a computer keyboard and mouse
• Able to answer phones and greet customers

• Travels to shops in assigned district to operate as a Service Advisor to help with staffing issues (i.e. understaffing PTO absences etc.). If the DM does not assign the Bench Service Advisor to a shop to help with staffing concerns the Service Advisor will report to their home shop.
• The Bench Service Advisor may also be utilized to train newly hired Service Advisors.
• Greets customers warmly and politely and is available at all times in the customer waiting area to answer questions and/or address concerns.
• Answers incoming phone calls within 3 rings
• Tracks all vehicles and performs data entry of vehicle and customer information
• Tags vehicles upon arrival
• Enters vehicle and customer information into the Protractor database/software
• Takes responsibility for the workflow of vehicles by keeping current and clear notes on work orders and keeping track of the workflow stage each vehicle is in
• Works with Technicians by assigning work orders based on the Technicians availability and ability
• Communicates clearly and effectively with Technicians other Service Advisors and the Service Manager on customer needs/expectations prevalent work order information and which tasks you are working on to avoid working on the same task.
• Informs Service Manager when you are not able to be present in the customer waiting area so the waiting area can be staffed
• Reviews the Technicians recommendations of repairs/serviced needed on customers vehicle with the Technician
• Ensures all maintenance is up to date on the customers vehicle
• Builds the estimate and communicates with the customer for authorization of work to be done
• Communicates the customers approval to the Technician
• Receives ordered parts into the work order
• Upon job completion notifies the customer the vehicle is ready and arranges for payment and delivery of vehicle
• Perform road tests of repaired vehicles (as needed)
• Other tasks: Allow no job to be too small or beneath oneself. Fill in on tasks as needed to maintain the flow of the shop. Examples could be running a shuttle selling tickets checking out customers cleaning the bathroom picking up a part or any other task that can be safely completed which is needed.
• Any other task as assigned by Company or direct supervisor