Automotive Service Advisor

Crest Acura  is a well-established automotive dealership committed to providing exceptional service and a wide range of quality vehicles to our customers. Presently, we are seeking a Service Advisor to join our Syracuse, NY based team. The Service Advisor will confer with customers assessing vehicle performance problems and services requested. Verify warranty and service contract coverage. Estimate cost and appropriate time for repair and write repair orders. Provide overall support to the Service Department ensuring invoices and receipts are maintained accurately to ensure quality service, prompt response and follow up to customer service issues.

Responsibilities:

• Act as a liaison with customers and technicians to schedule and prioritize work orders to ensure that service issues are resolved in a timely manner.

• Prepare work orders by describing symptoms, problems and causes along with repairs and services required to help the technician locate the problem and enter work order into the database.

• Work with sales and body shop to assist in obtaining repair authorization and customer estimates.

• Act as a liaison with reconditioning and sublet repair companies to address issues that are beyond technicians’ capabilities.

• Maintain positive customer rapport by explaining estimated costs and appropriate time for repair, obtaining approval, answering questions and concerns and arranging towing and temporary transportation if necessary. Follow up to ensure complete customer satisfaction.

• Communicate via phone and email in response to questions, problems and complaints and follow up to ensure timely and accurate service. 

• Confer with customers to obtain description of problem to determine maintenance or repair needs. Verify warranty and service contract coverage by examining records, informing customers of provisions and exclusions.

• Perform other tasks as needed in support of the Service Manager to support operations and or achieve business goals and objectives.

• Arrive early to unlock building, turn on all lighting, prepare coffee, prep for early arriving customers and write up “early bird” (night deposit) customers.

Requirements

Knowledge, Skills, and Abilities:

• Computer proficiency including basic data entry and writing routine reports and correspondence.
• Excellent listening skills required to analyze and understand customer concerns.
• Ability to diagnose mechanical problems.
• Knowledge of planning and scheduling techniques.
• Some analytical ability to gather and summarize data, find solutions to various administrative problems, and prioritize work.
• Ability to work independently with minimum direction.
• Ability to communicate verbally and in writing.
• Ability to resolve customer complaints and concerns.
• Ability to gather data, compile information, and prepare routine paperwork.
• Ability to understand directions and follow standard operating procedures.

Physical and Mental Requirements:

• Ability to stand for extended periods of time, walk, talk, hear, climb, balance, stoop, kneel, crouch, crawl, reach, push, pull, lift, use fingers, grasp, feel, and perform repetitive motions.
• Ability to exert up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• Close mental and visual attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer terminal, and/or extensive reading.