Automotive Service Advisor - Lake City Toyota

Job Description:
Acts as a liaison between customers and service department by communicating with customers regarding vehicle concerns, pricing, repair timeline, and expressing customers concerns to the service department.

Job Responsibilities

• Initiates automotive services and repairs by:
  • Recording performance problems and services requested
  • Verifying warranty and service contract coverage
  • Developing estimates
  • Writing repair orders
  • Maintaining customer rapport and service records
• Ascertains automotive problems and services by:
  • Listening to the customer's description of symptoms
  • Clarifying issues
  • Conducting inspections and test drives
  • Checking vehicle maintenance records and service schedules
• Develops estimates by costing:
  • Materials
  • Supplies
  • Labor
• Calculates customer's payment, including deductibles
• Prepares repair orders (RO) by:
  • Describing symptoms, problems, and causes
  • Outlining required repairs and services
• Obtains approval signatures and enters RO into service database
• Coordinates with customer, insurance, manufacturer, and aftermarket warranties for pricing and approval
• Maintains customer rapport by:
  • Explaining estimates and return timelines
  • Obtaining customer approvals
  • Providing and obtaining contact numbers
  • Addressing questions and concerns
  • Arranging towing and alternate transportation
• Maintains automotive records by recording problems and corrective actions
• Keeps knowledge current by:
  • Participating in educational opportunities
  • Reading manufacturer publications
  • Maintaining all manufacturer and compliance certifications
• Enhances organizational reputation by:
  • Taking ownership of new and unique requests
  • Exploring ways to add value to job accomplishments
• Maintains customer satisfaction index (CXI) above district/region standards

Preferred Skills

• Strong customer service orientation
• Effective problem solving
• Focus on quality and accuracy
• High productivity and efficiency
• Experience preparing quotes
• Solid product knowledge
• Proficiency with computers and point-of-sale systems
• Comfort with multi-platform communication (phone, text, email, video)
• Active listening and accurate documentation of verbal concerns
• Clear and concise communication skills