Service Advisor (Automotive) - Mark Miller

Job Description

We are currently seeking a qualified Service Advisor to join our Service department. The Service Advisor reports directly to the Service Manager and acts as the primary contact between the dealership and customer for all repair and maintenance services. He or she works closely with the Team Leader and service technicians in order to stay informed on the status of repairs and special orders. The primary goal of the Service Advisor is to provide the highest level of customer satisfaction and maximize sales of parts and service for the dealership.

The ideal candidate has a high school diploma or GED, some post-secondary automotive training, at least two years of dealer-level or large facility experience, a strong technical and customer service performance record, and an unrestricted driver's license and a clean driving record. Certification by the National Institute for Automotive Service Excellence (ASE) is a plus. Candidates must be able to communicate effectively and clearly, both verbally and in writing, with customers and coworkers about repairs and service needs.

Responsibilities

• Treats customers in accordance with dealership and Toyota Signature policies
• Secures agreement from customer before service begins and informs customer of estimated repair costs, time car will be ready, and accepted methods of payment
• Follows up on status of repairs to ensure vehicle is ready when promised, informs customer in advance when car can’t be ready at the promised time, and obtains authorization from customers when repair estimates are revised
• Ensures that all completed repairs have gone through quality control and/or a road test
• Answers telephone, email, and text inquiries and provides complete estimates including parts, labor, tax, and shop supplies
• Sells only required service and maintenance to customers
• Follows recommended service sales policy as outlined by the Toyota and Mark Miller Signature process
• Refers leads and prospects for vehicle sales to the new or used car department
• Uses only Toyota parts and accessories unless directed otherwise by the Service Manager
• Participates in and uses ASM training through E-Learning and independent sources as directed by Service Management
• Maintains current knowledge of vehicle operation, warranties, campaigns, and other service information, such as state lemon laws and Technical Service Bulletins (TSB)
• Actively participates in the Toyota Service Excellence Society
• Writes legible and complete repair orders by asking good diagnostic questions to identify customer needs and records the information accurately
• Enters all repair orders into scheduling system in the order in which customers are received
• Identifies repair orders that require special handling, such as rush/waiting, special problems, and comebacks
• Uses exact pricing information when selling repairs or services
• Keeps Service Manager informed of all problems and potential problems involving repairs, customers, and equipment
• Works with the Business Development Center (BDC) to coordinate special order parts and customer follow-up
• Supports dealership special order system by performing assigned functions
• Performs other duties as required by management

Qualifications

• High school diploma or GED
• Post-secondary automotive training or equivalent work experience
• Two years of dealer-level or large facility experience preferred
• ASE certification a plus
• Broad scope of automotive mechanical/electrical knowledge
• Verifiable customer service performance record and/or training
• Unrestricted driver's license and clean driving record
• Must be able to drive both automatic and standard-transmission vehicles
• Neat, clean, and professional appearance

Company Description

The Automotive Industry is thriving and Mark Miller Toyota is always looking for great people to add to our team! We believe that employees who are treated with respect and appreciation are likely to treat customers the same way. Our business succeeds because we never forget that without happy employees, we cannot expect to have happy customers. We’re looking for people who share our desire to be “Famous for Customer Service”. 

Our success is founded on our integrity, and we hire people who not only want to do outstanding work, but who also think a job should be a fun part of their day. Successful candidates must respect others and enjoy helping customers. Being a member of our team requires determination, social skills, professionalism, and an overall competitive desire for achievement. If you are interested in joining our fine family of professionals, we encourage you to continue with this job application.

Mark Miller Toyota is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, gender, gender identity or expression, sexual orientation, age, national origin, ancestry, genetics, citizenship, disability, or veteran status.

Benefits

• Medical Insurance
• Dental Insurance
• 401(k) with 3% Company Match
• Paid Vacation
• Life Insurance
• Disability Insurance
• Café on Site
• Employee Discounts for Parts & Service and Vehicle Purchases