Acura Service Advisor

Service Advisor

Qualifications

• Driver’s License
• Clean DMV

Education

• High School Diploma (Preferred)

Other

• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• Excellent verbal/written communication skills.
• Ability to meet company’s production and quality standards.

Physical Requirements (Surroundings)

• Spend time indoors in air-conditioned areas.
• Sitting on a regular basis.
• Standing on a regular basis.
• Walking on a regular basis.
• Bending, twisting and/or stooping infrequently.
• Kneeling and/or squatting infrequently.
• Lifting 25 lbs. to 50 lbs.
• Infrequently reaching and/or lifting overhead.
• Infrequently climbing stairs.
• Repetitive hand/finger movement on a regular basis.
• Grasping/grabbing with hands infrequently.
• Pushing and pulling.

General Expectations

• Devote himself/herself to insuring satisfaction to customers.
• Determine management, production and quality requirements by asking questions and listening.
• Attend company meetings as required.
• Maintain a follow-up system that encourages follow through with assigned projects.
• Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.
• Maintain manufacturer required certification levels
• Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.
• Understand the terminology of the business and keep abreast of technology changes in products and services.
• Know and understand the federal, state and local requirements which govern the company's business.
• Follow lawful directions from supervisors.
• Understand and follow work rules and procedures.
• Participate in performance management.
• Interact well with others and be a positive influence on employee morale.
• Uphold the company's non-disclosure and confidentiality policies and agreements.
• Work evening, weekend and holiday work hours as required.

Essential Job Functions

• Determines costs and completion date. Communicates expected repair time to customer.
• Analyzes progress to maximize efficiency and maintain high quality of repairs.
• Delegates jobs to technicians as appropriate considering skill level. Effectively utilizes current resources.
• Prior to the start of a repair job, ascertains the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.
• Diagnoses problems correctly and accurately describe those problems on the repair order.
• Together with the service department manager, works to establish and maintain an effective and proficient service department with excellent customer satisfaction.
• Is available to aid technicians as appropriate if they have having trouble completing service work.
• Produces accurate estimates for wreck and internal repairs.
• Provides cashier transactions when needed.
• Adheres to procedures for timely and proficient dealing of warranty items such as correct storage and labeling.
• Becomes familiar and proficient with all phases of the computer system needed for parts and service management, developing and maintaining the skills required.
• Starts and finalizes repair orders for warranty, customer paid, and internal repair.
• Deals with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
• Is polite, friendly and greets customers promptly.
• Conducts telephone transactions courteously, and quickly.
• Provides excellent customer service for all customers whether external and internal.
• Sells supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
• Notifies customers promptly regarding any delays, changes, or additional work that is required.
• When repeat repairs are presented, gives special attention as needed to make sure the issue is corrected.
• Does not make commitments to customers that cannot be met, or are not likely to be met. Communicates with customers to keep expectation levels appropriate.
• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Writes up customer's vehicle problems accurately and clearly on repair order.
• Test drives the vehicle with customer as needed to confirm the problem or refers to test technician.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts. Establishes 'Promised time.' Checks with dispatcher, if necessary.
• Obtains customer's signature on repair order; provides customer with a copy.
• Notifies dispatcher of incoming work.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Completed additional tasks and projects as directed.

Disclaimer and Approvals:

This document is intended to describe the general nature and level of work being performed by people assigned to this job. This information is current at the time of publication. Responsibilities may include other duties as assigned and may be amended at the discretion of The Niello Company with or without notice.

Equal Employment Opportunity with the Niello Company:

The Niello Company is an equal opportunity employer that does not discriminate on the basis of actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation, and related medical conditions), reproductive health decision-making, gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age (40 and over), sexual orientation, military and veteran status, domestic violence victim status, political affiliation, and any other consideration protected by federal, state or local law. We support an inclusive workplace where team members excel based on personal merit, qualifications, experience, ability, and job performance.

At-Will Employment:

Employment at The Niello Company is at-will, and therefore, can be terminated, with or without cause, at any time, at the option of the employee or Company. This at-will employment relationship will remain in effect throughout an employee’s employment and may not be modified by any oral or implied agreement. Specifically, this job description is not a contract of employment and does not create any contractual rights of any kind between the Company and its employees and does not modify the at-will status of any employee hired via this job posting.

Compensation Range by Position:

The expected pay for this position is $16.00 per hour plus bonus up to $10,000.00 per month and may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonuses or commissions.

Benefits:

The Niello Company is proud to offer a competitive Benefits package, including Medical, Dental, & Vision plans, to all Full-time Team Members as well as Part-time Team Members who are deemed eligible based on a minimum hours requirement. In addition, TNC offers access to other Benefits such as a Health Savings Account, Flexible Spending Account, Life Insurance, Disability Insurance, 401(k), and an employee discount program. In addition, eligible employees also enjoy paid time off benefits that vary based on position.