JOB DESCRIPTION: SERVICE ADVISOR

A Service Advisor acts as the liaison between service Technicians and the customer, ensuring that the customer has a positive, premium experience with the dealership.

Position Requirements

• Continuously communicating status of work being performed to the customer ensuring the customer's needs are fulfilled the first visit to the Service Department
• Coordinating transactions between the dealership and the customer, and performing cost and time estimates for those transactions.
• The Service Advisor will track repairs and the causes of problem, schedules the most appropriate service technician for the repair needed, and ensures Warranty Administrator has the information needed to process the customers' warranties.

Ideal candidates have empathy for others, are enthusiastic about our parts and vehicles, are trustworthy, seek and share knowledge and are adaptable to customer and coworker needs. Experience with Chrysler, Dodge, Jeep & Ram along with CDK knowledge is a plus.

Key Responsibilities

• Comply at all times with dealership standards, processes, policies and regulations to encourage safe and efficient operations as well as a positive customer experience
• Offer exceptional customer service to clients and resolve customer concerns promptly to drive customer loyalty
• Ensure Excellent Customer Experience by:

1. Demonstrating skill in providing an excellent experience for customers
2. Monitoring the customer feedback and acting on opportunities for improvement
3. Work with the Sales team to ensure a unified approach to taking care of the customer
4. Seek and gain Stellantis (Chrysler. Dodge, Jeep & Ram ) product knowledge:
5. Know the basics of automotive systems and how they work
6. Know the vehicle brands and models the dealership sells, and know where to find detailed information about trim levels and features
7. Be able to communicate charging methods and requirements for electrified vehicles to customers, including obtaining and installing at-home chargers
8. Know the methods for locating charging stations for electrified vehicles (vehicle owner app and brand website)
9. Be able to explain how to use electrified vehicle features, including the owner app, for monitoring battery charge and scheduling charging

• Promptly greet or acknowledge the customer
• Conduct service write-up, using tablet-based technology
• Dispatch the multi-point inspection and Repair Order (R.O.) to appropriate Technician
• Frequently provide customer with repair status
• Perform Quality Checks, ensuring Fixed First Visit and that vehicle is clean with all presets returned to customer settings
• Deliver vehicle back to customer, ensuring customer fully understands the work that was done, helping customer by answering questions, assisting with connected services and confirming customer satisfaction using delivery tablet technology

Physical Requirements

• Able to work long hours 
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly

Mental Requirements

• Must be a person who enjoys learning and using what they learn
• Must be able to convey information and ideas clearly
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must work well in stressful, high-pressure situations and maintain composure and objectivity under pressure
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
• Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by coworkers and guests
• Must be able to work with and understand financial information and data, and basic arithmetic functions

Educational Requirements

A high school diploma or equivalent is required.  An associate degree in Auto Technology is very beneficial. Additionally, certification by the National Institute of Automotive Service Excellence (ASE) is strongly encouraged.

Per Colorado law current employees in this position earn $61,000 to $200,000 annually .