Lincoln Nissan Service Advisor

Description

 KEY AREAS OF RESPONSIBILITY:

Promptly meet and greet customers. 

Communicate with customers on service needed.

Provide (written) accurate estimates for all services or repairs (prior to completing repairs).

Responsible for resolving customer complaints and/or misunderstandings.

Inform management of customers with complaints that cannot be resolved.

Make policy adjustments within the guidelines established by management.

Answer phone calls promptly, courteously, and professionally. 

Avoid making promises that can’t be kept and follow thru with promises that were made.

Assist customers in picking up vehicles; review charges, take them to the cashier/ring them out and answer any questions.

Introduce customers to the Multi-Point Inspection.

Present a service menu of recommended services to every customer.

Obtain accurate parts and labor prices and inform customers for all customer pay and internal repair orders. 

Contact customers with results of diagnosis and additional services needed.

Inform customers if delays are expected and document information on repair order.

Inspect repair order for proper pricing and information before contacting customer.

Contact customers and communicate the status of their vehicle.

Obtain properly documented telephone approvals for add on repairs.

Notify customers when special order parts come in and make appointment for service.

When presenting tire sale, have good, better, best pricing available at all times.

Determine payment type and create repair order accordingly along with accurate customer information.

Properly document repair order changes.

Provide additional vehicle job status information/communication to department employees as needed. 

Review and maintain open repair orders on a regular basis.

Maintain required factory training certification.

Manage and direct service runners as needed.

Maintain a record of carry over vehicles.

Maintain the cleanliness of workstation.

Maintain and execute compliance guidelines, policies and procedures at all times. Including, but not limited to state and federal laws, health and safety policies, OSHA, Red Flags, Privacy and OFAC.

Any other duties deemed necessary by management.

Requirements

QUALIFICATIONS

Must be presentable and professional appearing at all times

Must have valid driver’s license 

High school diploma or equivalent required

4-5 years relevant experience 

Good organizational skills and time management

Excellent written and verbal communication skills

Excellent listening skills

Knowledge of customer service principles and practices

Knowledge of relevant computer applications

Product and Vehicle Service knowledge preferred