Service Advisor

Service Advisor

Are you a people person with excellent communication skills, skilled in organization and detail? Lighthouse Buick, GMC is hiring a dedicated Service Advisor. If you enjoy building relationships, and growing customers for life in the fast-paced environment of auto repair then this is the perfect opportunity for you!

Summary

The Service Advisor role is crucial to the dealership. You’ll serve as the key point of contact between our customers and our technicians: providing a great greeting, listening to the customer problems or service needs, determining the type of service required, staying in contact with the customer through the process, and advising on other available services.

Hours: Day Shift, Mon - Fri

Benefits:

• Health insurance with employer contribution
• Optional Vision, Dental, and Life Insurance
• 401k with employer matching
• Paid time off
• Paid Training
• Access to financial wellness program
• Day shift only. Weekends and evenings off!

Essential Duties

• Advises customers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Confers with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Writes a brief description of the customer’s concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints.
• Schedules service appointments.
• Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes “promised time.” Checks with dispatcher, if necessary.
• Obtains customer's signature on repair order; provides customer with a copy.
• Establishes customer's method of payment. Obtains credit approval, if necessary.
• Notifies dispatcher of incoming work.
• 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.
• Implements and maintains a service marketing program.
• Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.
• Keeps service department forms, menus and pricing guides up-to-date.
• 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 body work, informs customer if work is needed and provides an estimate for body work.
• Maintains a professional appearance.
• Keeps work area clean.
• Other tasks as assigned

Qualifications

• At least one year of customer service experience.
• Excellent organizational skills.
• Able to work in a team environment.
• Outstanding communicator, in-person, on the phone, and written
• Knowledge of automotive repairs, processes, and parts.
• GMC and Buick experience preferred but not required.
• Dealership experience preferred but not required.
• Computer proficiency.
• HS Graduate or GED
• Valid Driver’s License

Lighthouse Employees Core Behaviors

We expect our employees to do their best to follow these with a great attitude.

• Create Customers for Life
• Share Lighthouse “love”
• Greet and engage guests
• Build open and honest relationships
• Balance truth and grace
• Forgive
• Know when to lead and when to follow
• Have fun delivering quality work
• Pursue learning and growth
• Be humble
• Own the problem
• Be a positive team player
• Give my best
• Treat everyone with dignity and respect
• Support and hold each other accountable
• Be mindful of my well-being
• Maintain a healthy balance between work, family, community, church.

Lighthouse Buick GMC Strategic Values

We recognize these strategic values as critical to our business success and are listed below in order of importance.

1. Principles – the Bible will be our compass and our guide.
2. Ethics – the implementation of Biblical Principles as demonstrated by Jesus Christ.
3. Employees – create an atmosphere where people like to come to work.
   1. Human Resources - we are committed to ongoing training, leadership development, retaining our talent, recruiting the best talent in the business and identifying and correcting under-performers.
   2. Safety – provide a safe, clean environment for our employees and customers.
4. Customers – exceed customer expectations and we will grow “Customers for Life.”
   1. Do the right thing because it’s the right thing to do.
   2. Quality – to be the Number One organization in our customer’s experience in sales and service.
5. Profit – we are committed to perpetuating this business into and through the next generation, for the long-term benefit of all of our families within the organization. Profitability is the outcome of the measurable results of our efforts in the above values.
   1. Innovation – being committed to considering new ways we do things in order to attain our “stretch goals.”
   2. Growth and expansion through service and product diversity.