What are the responsibilities and job description for the Service Advisor position at Lexus of Woodland Hills?
The Service Advisor is the center of communication for service/repair activities and the liaison between customers and the technicians. Serving as the primary point-of-contact for all automotive service and repair matters, the Service Advisor must listen and thoroughly understand customer problems, arrange for appropriate service/repairs, and set/manage expectations on the part of the customers and the technicians in terms of service delivery. He or she makes sure the customer knows what repairs are needed and what repairs and maintenance are recommended. No one wants to have to bring their car in, but our Advisors ensure the customer is satisfied that the vehicle will be repaired right the first time and in the shortest time possible.
- Maintain an Excellent CSI (Customer Satisfaction Index) - a MUST!!
- Assist customers with any service needs they have for their vehicle.
- Schedules service for customers either in person or on the phone to ensure a prompt and accurate diagnosis of any problems with their vehicle.
- Makes repair recommendations and manages delivery of repairs by setting and managing customer expectations.
- Ensures that required documentation is complete and is in compliance with regulations and standards.
- Complies with and enforces all safety policies and procedures.
- Attends all staff meetings, trainings, and educational classes as required.
- Helps educate/train new staff members.
- Problem solving, reporting research results, attention to detail.
- Continually learn about product updates, features, accessories to better assist customer needs.
- Establish personal goals that are consistent with the dealerships standards of productivity, and devise a strategy to meet those goals.
- Follow all company policies and procedures.
- Demonstrate behaviors consistent with the Company's Values in all interactions with customers, coworkers and vendors.
- Product knowledge & safety.
- Patience and high energy personality, computer literate management.
- Performs other duties as assigned
- 2-3 years' Service Advisor Auto Dealership experience.
- Ability to provide us with Customer Satisfaction Index (CSI) scores from previous employers.
- Experience with Lexus a PLUS!
- Broad scope of automotive mechanical/electrical knowledge.
- ADP/CDK computer programs experience a PLUS!!
- Pleasant/friendly demeanor and an outgoing personality.
- Excellent communication, customer service, and problem solving skills, including the ability to maintain composure under stress.
- Excellent interpersonal skills to interact professionally with customers, vendors, and staff.
- Unrestricted driver's license and clean driving record.
- Able to drive both automatic and standard-transmission vehicles.
- Basic computer and internet skills.
- Product knowledge a PLUS!
- Willingness to learn.
- A desire to work in a commission, performance based environment.
- Ability to multi-task and follow tasks as assigned.
- Professional appearance and work ethic.
- Self-Starter and Self-Motivator.
- Ability to work well in a process driven environment.
- Bilingual a PLUS!
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