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. Youll 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 (UCIs, PDIs, 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 Cs 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 an automotive technician 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 .
Ready to join our team? Apply today!