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Job DetailsJob Location: Ford Crestview - Crestview, FL 32536Position Type: Full TimeTravel Percentage: NegligibleJob Shift: DayAt Step One Automotive, we are committed to an environment where the customer is always treated with respect and dignity. Our team members are our most valuable resource and growth is encouraged through diligence, teamwork & creativity. Above all, there is the highest standard of honesty and integrity when conducting business. Find out why we are a step above the rest! Apply today! The Automotive Assistant Service Advisor supports the service team by assisting advisors with daily operations, enhancing customer communication, and ensuring efficient workflow in the service drive. This role plays a key part in managing Express Lane services while also handling follow-up communication and vehicle service contract (VSC) authorizations. The position is customer-focused, ensuring a positive service experience from initial contact through completion. 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 individuals with disabilities to perform the essential functions. Duties/Responsibilities: Assist Service Advisors with customer interactions, including vehicle check-in, status updates, and follow-up communication Manage and coordinate Express Lane services to ensure timely, efficient processing and customer flow Greet customers promptly in a friendly, professional manner and obtain accurate vehicle and service information on the drive Perform a thorough vehicle walkaround with the customer, documenting any existing damage and measuring tire tread depth Help identify customer concerns through questioning and basic visual inspection; clearly document concerns on repair orders to support technician diagnosis Provide complete and accurate written estimates for labor and parts, and explain recommended services and maintenance based on manufacturer guidelines Handle vehicle service contract (VSC) authorizations, including submitting claims and communicating with providers Maintain proactive communication with customers, including daily updates on repair progress, changes in estimates, and completion timelines Obtain proper authorization for any additional repairs and clearly explain associated costs and time requirements Conduct outbound follow-up regarding service status, declined services, and post-visit satisfaction Explain completed work and repair order charges to customers during delivery; perform active delivery and assist with customer checkout Schedule service appointments and gather customer and vehicle information prior to arrival when possible Maintain accurate and detailed records in the dealership management system, including documenting all customer communication Verify and update customer information (contact details, vehicle data, license plate) while safeguarding all customer information Communicate effectively with technicians, parts, and dispatch to ensure timely and accurate repairs; notify dispatch of incoming work Monitor repair progress and help ensure workflow efficiency within the service drive Ensure vehicles are properly parked, secured, and keys are correctly labeled and stored Keep service and Express Lane materials, menus, and pricing guides current and organized Handle incoming phone inquiries regarding appointments and repair status Maintain a clean, organized work area and support overall department organization Uphold high standards of customer satisfaction and identify opportunities to improve retention and service experience Be available to work scheduled shifts, including some Saturdays as required Perform other duties as assigned Required Skills/Abilities: Excellent organizational skills and attention to detail. Ability to solve practical problems and deal with a variety of concrete variables in situations. Ability to prioritize tasks and to delegate them when appropriate. Ability to act with integrity, professionalism, and confidentiality. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Must be able to lift and move work-related items up to 30 pounds. Must be able to push, pull, lift, and bend at the knees and waist, twist body at the waist, raise and hold arms overhead, and turn head-neck-shoulders as needed. Education and Experience: One year or more related experience and/or training, preferred but not required. Must be able to pass a background check, drug screening, and Motor Vehicle Report. Manufacturer Training QualificationsBenefits Medical, Dental, Vision, and Supplemental Insurance Available! Company Paid Life Insurance, Free Employee Assistance Program, and 100% PAID TUTITION with Strayer University for Associate's, Bachelor's, and Master's Degrees! 401(k) with Company Matching after 6 months! Start earning Paid Time Off on Day 1, with the ability to use it after 90 days! Earn TWO WEEKS Paid Time Off your first year! Five Paid Holidays - 4th of July, Labor Day, Thanksgiving, Christmas, and New Year's! Major Discount with Working Advantage on theme park tickets, shopping, travel, and more! We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
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