Service Advisor I

Larry H. Miller Automotive Group Job Description

Service Advisor I

Primary Responsibilities:

The Service Advisor I is expected to:

? Protect the legal, financial and moral wellbeing of the Larry H. Miller Automotive Group.

? Be a support system to the Service Manager to achieve maximum production and expense control.

? Seek ways to improve business operation efficiencies and customer service.

? Be a teacher to support the efforts of other employees to be successful.

Reports to: Service Manager

Essential Job Functions:

1. Ensure Maximum Production and Customer Service.

• Monitor repair order processes to maintain proper function of the Service Department.
• Oversee communication between company personnel and customers to ensure accurate documenting and procedures are performed in a timely manner.
• Communicate with customers regarding time expectations and gather contact information for follow up.
• Ensure a positive relationship between dealership, customers, and manufacturer(s).
• Oversee adjustments on warranties for new and sued vehicles.
• Maintain current product knowledge and train supporting staff on proper usage.
• Follow policies and procedures as per your specific manufacturer(s) manual.
• Complete and maintain all Larry H. Miller Automotive Group required training.
• Maintain a clean and safe work environment at all times and adhere to all OSHA/EPA requirements.
• Maintain ability to handle job stress and effective interaction with others in the workplace.
• Perform all other job duties as requested by management.

2. Develop Employees

• Ensure timely and effective management of dealership personnel to foster a progressive culture, which nurtures learning and ability to succeed.
• Conform and educate employees on job expectations, all applicable and current company procedures and policies, federal, state and local regulations affecting operations.
• Be the example of a team player through good attitude, professionalism and employee recognition to maintain positive employee morale.

3. Operate with Integrity

• Demand the highest ethical standards from self and others.

o Maintain composure within the workplace as well as outside the workplace when interacting or representing the Larry H. Miller Automotive Group.

Physical Demands:

• Work performed in a dealership setting due to the location of customer vehicles and shop supplies.
• Must be able to sit, stand, bend, reach, talk, hear, stoop, kneel, crouch, use hands and fingers, handle or operate objects, tools, or controls and move about facilities.
• Required vision include close, vision, distance, peripheral and the ability to adjust focus.
• Required to lift-up to a minimum of 50lbs.
• Exposure to shop environment such as noise, dust, odors and fumes, chemicals and adhesives.
• While performing the duties of this job, the employee is exposed to weather conditions precedent at that time.
• Required to operate equipment and move vehicles in a safe manner at all times.
• Maintain regular attendance and timeliness as set forth within the work schedule designated by department supervisor/manager.
• In general, this position is assigned regular business hours; however, it is typical to work more than 40 hours per week.

Minimum Qualifications:

1. Education

• High school diploma or the equivalent.

2. Experience

• 2 years of progressive experience in automotive service.

3. Certifications

• Maintain valid driver’s license and MVR record within company policy requirements.
• Applicable Factory training credentials.

4. Skills

• Active Learning- Understanding the implications of new information for both current and future problem-solving and decision-making.
• Learning Strategies- Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Communication- Basic ability to read and write, ability to effectively convey information to others, apply active listening by taking the time to understand the points being made by employees and customers, being aware of other’s reactions and understanding why they react as they do.
• Social Perceptiveness- Being aware of others’ reactions and understanding why they react as they do.
• Critical thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Resolving conflicts and negotiating with others- The ability to handle complaints, settle disputes and resolve grievances and conflicts or otherwise negotiating with others.

5. Knowledge

• Knowledge of Larry H. Miller Automotive Group’s current company management systems desirable.
• Interacting with Computers- Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information. Knowledge of Microsoft Office products is required.
• English Language- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Ability to understand written sentences and paragraphs in work related documents.
• Customer and Personal Service- Knowledge of principles and process for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Mechanical- General knowledge of machines and tools, including their designs, uses, repair, and maintenance.
• Hazardous Materials- General knowledge of proper procedures and safety measures for handling items that may contain hazardous materials.

General Standards:

To perform the job successfully, an individual should demonstrate the following competencies:

Active Listening- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Adaptability- Ability to adapt to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.

Selective Attention- Concentrate on a task over a period of time without being distracted.

Making Decisions and Solving Problems- Analyzing information and evaluating results to choose the best solution and solve problems.

Interpersonal Skills- Maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things.

Leadership- Ability to lead, take charge, and offer opinions and direction while setting an example of ethical practices for all employees.

Compliance- Understanding of and adherence to all Larry H. Miller Automotive Group standards, state and federal laws and regulations as well as product pricing guidelines of all lenders, agencies or business partners.

Customer Service- Providing excellent customer service through the defined Larry H. Miller Automotive Group processes which promote efficiencies, fairness and cost effectiveness.

Ethics/Integrity- Representing the Larry H. Miller Automotive Group by conducting yourself in a professional and courteous manner that demonstrates integrity and avoiding actual or perceived conflicts of interest. Complying with company standards and business ethics.

Oral Communication- Clearly identifying and professionally expressing issues in positive or negative situations.

Planning/Organizing- Prioritizing and planning work activities and using time effectively.

Quality- Demonstrating accuracy and thoroughness and monitoring your work to ensure quality.

Dependability- Consistent, punctual attendance at work; following instructions; responding to management direction; and soliciting feedback to improve performance.

Time Management- The ability to integrate methods of time management to provide a consistent and effective workflow that is cohesive for the department and team.

Safety and Security- Observing safety and security procedures and using equipment and materials properly.

Company management reserves the right to add to, change or retract portions of this job description. Employee is required to adhere to the qualifications, duties and conditions of any revised job description.

Join a Winning Team at Larry H. Miller Automotive Group

If you're looking for an opportunity to be appreciated and involved in your career, your search is complete. We have a great history of providing excellent career opportunities for individuals who want to grow within the company.

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Benefits

We offer you and your family members a comprehensive benefits package including medical, vision, prescription drugs, dental, life and disability insurance, and a 401(k)-retirement plan.

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  Health Care
• Paid Time off
• Paid Holidays
• 401(k) Plan
• Dental Care
• Disability Insurance
• Life Insurance
• Flexible Spending Account
• Employee Assistance Program
• Employee Discounts
• Wellness Program