Service and Parts Advisor - Mobile Mechanic Team

In the role of Mobile Service/Parts Advisor for our dynamic auto technician team, the focus lies on delivering exceptional service experiences to customers, with a unique emphasis on virtual interactions. Effective communication, customer engagement, and coordinated service processes are crucial aspects of this position, demanding a blend of top-notch customer service, technical knowledge, and organizational skills for ensuring customer satisfaction and operational efficiency.

KEY RESPONSIBILITIES

• Greet customers promptly in virtual spaces, introducing the dedicated service advisor.
• Thoroughly document and address customer concerns through digital communication, utilizing open-ended questions to gather comprehensive information.
• Verify the accuracy of VIN numbers and mileage on vehicles through virtual means, obtaining necessary customer approvals electronically.
• Confirm open recalls and address S.E.C recalls as needed, keeping customers informed via digital channels.
• Set realistic pick-up times through virtual coordination, managing and meeting customer expectations.
• Maintain daily communication with customers through digital platforms, providing regular updates on their vehicles' status.
• Keep customers informed about part orders and any delays through digital channels.
• Conduct virtual walk-around inspections, documenting existing damage for transparency.
• Discuss the 5-star survey with customers, ensuring a positive post-service experience through virtual feedback.
• Review multi-point inspections during virtual checkout, explaining findings to customers.
• Facilitate an engaging virtual delivery process, ensuring customer satisfaction.
• Provide accurate work estimates through virtual communication, leveraging knowledge and workload insights to predict completion times.
• Run Oasis and check for all TSB’s, SSM, GSB on every vehicle as part of the diagnosis process through virtual platforms.
• Assists all customers in selecting required parts in a friendly, professional, and efficient manner.
• Follows up on backordered parts.
• Replenishes inventory.

Qualifications:

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.

• Excellent customer service skills
• Must have knowledge of automotive parts
• Technical knowledge related to automotive maintenance and repairs
• Organizational abilities for coordinating service schedules
• Strong communication and interpersonal skills
• Attention to detail in documenting customer concerns
• Familiarity with VIN numbers and mileage verification
• Ability to manage customer expectations and provide realistic timelines
• Proficiency in conducting vehicle inspections
• Knowledge of recall processes
• Understanding of multi-point inspections
• Familiarity with estimating work and predicting completion times
• Ability to utilize digital tools for checking TSBs, SSM, GSB, and other relevant information
• A valid driver's license
• The capacity to work without constant supervision

These qualifications collectively contribute to the effective performance of the Service Advisor in facilitating a positive and efficient service process for customers.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The role of a Service Advisor generally involves minimal physical demands, as it primarily revolves around communication, coordination, and administrative tasks. Physical demands may include sitting for extended periods, extensive computer use, and occasionally walking within the dealership or service area. However, the position is not typically associated with strenuous physical activities or heavy lifting. It mainly requires strong interpersonal skills, effective communication, and the ability to navigate digital tools and systems.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Mobile Service Advisor functions in a dynamic and flexible work environment, primarily supporting the mobile auto technician team. This role requires effective coordination and communication with customers remotely, leveraging digital platforms and tools. The advisor is instrumental in interpreting customer concerns, managing service schedules, and providing updates on vehicle status. While not physically present with customers, the advisor engages in active communication to ensure a seamless service experience. The role involves regular interaction with the mobile technician team, utilizing technological resources for efficient service coordination. Additionally, the advisor is responsible for accurate documentation, addressing recalls, and conducting virtual walk-around inspections. The emphasis is on delivering exceptional customer service in a virtual service advisory capacity.