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Service Advisor in Costa Mesa, CA at Fletcher Jones

Date Posted: 10/17/2018

Job Snapshot

Job Description

If you would like to be part of the Fletcher Jones fine family of dealerships credited with pioneering a revolutionary approach in which "guests" not "customers" are treated with the same level of service you would expect from a five-star hotel, join our team!

 

POSITION SUMMARY

The Service Advisor performs a variety of responsibilities to ensure guests are satisfied with their products and services while meeting customer satisfaction and profitability standards.

 

DUTIES AND RESPONSIBILITIES

Sales

  • Promote the sale of labor, parts and accessories without losing sight of the fact that you are to be an advisor to the customer.
  • Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications, using maintenance menus (if applicable).
  • Schedule service appointments.

Guest Satisfaction

  • Establish and maintain good working relationships with customers to encourage repeat and referral business.
  • Maintain Customer Satisfaction Index rating at least comparable to that of the manufacturer, region, and nation.
  • Communicate with service customers to determine the nature of the mechanical problem(s).
  • If additional work is needed, explain the details to the customer, including the additional cost and time considerations.
  • Special order parts (which are generally non-returnable) are the responsibility of the service advisor and will be charged to the service department once the order is made. Use your discretion and only order when it is mandatory and with customer's prior approval. 
  • Greet each customer in a prompt, courteous manner 100% of the time.
  • Listen to customer’s needs and concerns.
  • Assist with handling customer complaints and or misunderstandings with courtesy, tact and in a manner that is consistent with company policies and goals.
  • Offer and provide alternate transportation to customers when needed.
  • Provide estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later, by phone, for approval.
  • Establish each customer's method of payment. Obtain approval from warranty company, if necessary.
  • Establish "time promised." Check with person responsible for work distribution, if necessary.
  • Obtain customer's signature on repair order; provide customer with copy.
  • Obtain customer and vehicle data.

Quality Assurance

  • Follow up progress on each repair order each day to meet time promised. Contact customers by telephone regarding any changes in the estimate or time promised.  Record changes on repair order in approved fashion.
  • Test-drive vehicle or refer to the test technician as necessary.
  • Notify Group Leader of incoming work.
  • Handle telephone inquiries regarding work in process and appointments.
  • Compare final invoice with repair order.
  • Book all repair orders written up.
  • Indicate on repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in.
  • ensure work is completed as requested and to reduce comebacks by performing walk-around inspection on vehicles
  • Perform walk-around inspection on vehicle at write-up.
  • Deliver vehicle to customer and answer any questions.
  • Maintain follow-up program on additional items found in need of repair.
  • Maintain a dealership-prescribed standard for "hours per customer repair order written."
  • Accomplish the forecast that has been established by the General Manager and Service Manager.
  • Ensure that all documents are accounted for.
  • Keep Quick Pricing Guide, Signals Checklist, Maintenance Menus, and other service department forms up-to-date.
  • Maintain a high degree of accuracy and courtesy.
  • Perform all duties within required time limits.
  • Adhere strictly to all company rules, policies and procedures.
  • Maintain good working relationships with fellow employees.
  • Understand, keep abreast of, and comply with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA right-to-know, etc.

 

OTHER DUTIES AND RESPONSBILITIES

  • Maintain strict confidentiality of confidential personal information of our customers in compliance with the Federal Trade Commission Safeguards Rule, implementing the provisions of the Gramm-Leach-Bliley Act as they pertain to automobile dealerships.
  • Perform other duties as assigned.
  • Maintaining ongoing communication to ensure guests are apprised on the status of their repair service

Job Requirements

The ideal candidate will have/be: 

  • High school diploma or general education degree (GED); or
  • at least two years related experience and/or training; or equivalent combination of education and experience
  • general knowledge of vehicle mechanical operations
  • valid in-state driver's license
  • insurable to drive company vehicle

Compensation and Benefits:

In addition to competitive pay, we offer our employees:

  • Medical, Dental, and Vision Plans
  • Paid Holidays & Vacation
  • Paid Life Insurance
  • 401(k) plan with company match
  • Short and Long Term Disability
  • Supplemental Life Insurance

 

We are an Equal Opportunity Employer.