Service Advisor

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. You’ll 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 (UCI’s, PDI’s, Aftersales/We Owe).
• Effective Labor Rate: Maintain Industry Benchmark Hours per repair order and maximize effective labor rate.
• 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 C’s 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 a service Writer 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 Career Benefits Page.

Ready to join our team? Apply today!