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Company name : Larson CJDR
Location : Puyallup, WA 98371
Position : Service Advisor
Reports To: Service Manager
Summary: Determines needed service and/or repair work by thoroughly questioning the customer about the vehicles performance. Gives customer an estimate of cost and time to complete repairs. Sells any other repairs that the technician sees after inspecting the vehicle.
Essential Duties and Responsibilities
Greets external and internal customers in a timely, professional, smiling and friendly manner. Listens actively, providing accurate information and advise.
Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
Writes up customers vehicle problems accurately and clearly on repair orders.
Test drives the vehicle with customer as needed to confirm the problem or refers to test technician.
Refers to service history, inspects vehicle and recommends additional needed service.
Advise customers on the care of their vehicle and the value of maintaining their vehicles in accordance with manufactures specifications.
Provides a complete and accurate cost estimate using the Service Price Guide for labor and parts. No hand written estimates.
Establishes promise time.
Obtains customers signature on repair order; provides customer with a copy.
Establishes customers method of payment. Obtains credit approval, if necessary.
Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Verify the technicians flagged time is correct and accurate. Closes repair order as appropriate.
Explains completed work and all charges to customers.
Implements a quality control process to eliminate comebacks.
Maintains high customer satisfaction standards.
Handles telephone inquiries regarding appointments and work in process.
Inspects all vehicles for bodywork, informs customer if work is needed and provides an estimate for bodywork.
checks on special order parts and contacts customer when parts are available.
Prioritizes and performs multiple tasks simultaneously in order to meet and exceed deadlines and expectations.
Submits all needed documents to the extended warranty companies for payment.
Communicates clearly both verbally and non-verbally. Submits concise, complete and clear legible records for both dealership and customer use.
Maintains assigned work area, break room, and dressing room in an organized and clean manner. Exhibiting pride in the work area and dealership.
Maintains personal cleanliness, grooming and uniform standards according to dealership guidelines.
Arrives at work, takes breaks, and departs work at scheduled times. Accrues overtime only with management authorization.
Displays high standard of ethical conduct. Refrains from unethical, dishonest and theft related behavior. Exhibits integrity, adhering to all company policies, including our commitment to ZERO TOLERANCE of discrimination and work place violence.
Aligns behavior with the needs, priorities and goals of the organization. Fosters commitment, pride, trust and team spirit.
Utilizes supplies and materials in a practical, economical manner. Handles all toxic chemicals and hazardous waste according to the dealerships current policies and procedures.
Reports to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees or customers.
Communicates everyday, with direct supervisor if it is necessary to be late or absent.
Other job duties as required.
This job has no supervisory responsibilities.
Knowledge, skills and abilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.
**Must have and maintain a current valid drivers license.
Educations and/or Experience
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Has the ability to write routine reports and correspondence. Has the ability to speak effectively before customers or employees of organization.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Has the ability to compute rate, ratio, and percent.
Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Work alongside dealership peers to create an exceptional experience to drive customer loyalty and retention.
Oversee the flow of the service drive to ensure that customers receive prompt, courteous, and effective service.
Relay Express Technician vehicle recommendations to customers.
Take ownership of the experience by carrying out additional assignments that allow the dealership to leave a positive impression on the customer.
Make sure that customer complaints, inconveniences, and misunderstandings are dealt with fairly, compassionately, and efficiently.
Ensure that the daily inventory of technician’s time is consistently sold to service customers.
Customer Service experience.
Automotive dealership experience preferred, not necessary.
Ability to work under pressure and handle busy workload in sometimes stressful conditions.
Friendly, courteous and “team player” attitude.
Self-motivated, know how to work independently as well as part of a team.
Ability to take direction well.
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