Service Advisor

Job Description

Are you passionate about the automotive industry and customer service? Little Apple Toyota Honda is looking for an enthusiastic Service Advisor to join our team. You’ll play a vital role in ensuring our customers receive exceptional service, from scheduling their appointments to delivering completed vehicles. You will also have the opportunity to introduce customers to value-added products and services, all while working in a collaborative team environment.

Key Responsibilities

• Customer Service Excellence: Greet customers promptly, assist them with their vehicle service needs, and provide clear communication throughout the service process.
• Appointment Scheduling: Manage and schedule service appointments efficiently using dealership systems.
• Repair Order Management: Assist with various types of repair orders including customer-pay, warranty, and internal repairs (UCI’s, PDI’s, Aftersales/We Owe).
• Effective Labor Rate: Maintain an average of 1.3 hours per repair order and ensure a total effective labor rate of $115.00 or higher.
• Sales of Services: Introduce and sell dealership products and services, including non-warranty or prepaid service plans, maintenance, repairs, and accessories.
• Multi-point Inspections: Ensure a multi-point inspection is performed on every vehicle and provided to customers via Xtime Inspect.
• Customer Communication: Keep customers updated on the progress of their vehicle repairs and explain completed work and inspection results prior to vehicle delivery.
• Documentation: Follow the 3 C’s process (Customer Concern, Cause, Correction) to document all services and repairs accurately.
• Warranty Process: Ensure all warranty information is correctly obtained and documented.
  
  

Expectations

General Expectations:

• Deliver exceptional customer satisfaction consistently.
• Establish and work towards personal performance goals in line with company standards.
• Attend weekly meetings to share ideas and solve problems.
• Participate in ongoing training and performance management to stay current with industry changes and technologies.
• Follow company policies, work rules, and employee handbook guidelines.
• Adhere to safety and confidentiality policies.
  
  

Job-Specific Expectations

• Meet sales quotas and goals, including average dollars per repair order and penetration percentage on sales.
• Utilize established procedures for warranty handling, ensuring timely and effective completion of all repair paperwork.
• Maintain communication with customers, providing timely updates on repair status, cost, and completion time.
• Work closely with technicians to ensure efficient use of resources and accurate repair estimates.
  
  

Compensation & Pay Plan

Your pay is determined by your certification levels, tenure, and performance. Little Apple Toyota Honda offers a clear Career Path to help you grow in your role. You will also be eligible for the following incentives:

• Customer Service Index (CSI) Bonus: Based on monthly survey scores with Honda and Toyota.
• Advisors must send at least 70% of estimates via text to qualify.
• Bonus tiers range from 90% to 100%, with incremental rewards.
• Additional Bonuses: Periodic bonuses based on performance.
  

Qualifications

• Licenses: A valid driver's license is required.
• Preferred Experience: 1 year as a service Writer or in a similar role is preferred.
• Communication Skills: Excellent communication skills, both written and verbal, are a must.
• Physical Requirements: Ability to work both indoors and outdoors, lift over 50 lbs occasionally, and perform repetitive tasks such as walking, bending, and grasping.
  
  

Benefits

Little Apple Toyota Honda offers a comprehensive benefits package, including:

• Health and Dental Insurance
• Paid Time Off
• 401(k) with Employer Matching
• Employee Discounts on Products and Services
• Ongoing Training and Development Opportunities
  
  

For more details, visit our Career Benefits Page.

Ready to join our team? Apply today!