Job: Service Advisor - Car Care

Jobing Description

Job Title

Service Advisor - Car Care

Career Level

Experienced

Exemption Type

Exempt

Job Type

Full-time

Schedule Required

variable schedule
Store hours: M-F 7a-7p Sat 8a-5p Sun 10a-4p

Job Grade

0

Base Compensation

$30,100 - $36,700

Other Compensation

Location

Annapolis, MD US

Job Description

Seeking qualified candidates to fill future openings in the states of PA, NJ, MD, and VA as they come available based on anticipated rapid growth of business at our premiere Car Care Insurance and Travel Centers.

Competency Category: Customer Service

PURPOSE:

Act as a technical interface between a client base and a team of technicians, positively affecting, motivating and controlling a state-of-the-art automotive repair service facility. Serve as the primary contact to Car Care customers and determine appropriate service for each customer based on individual needs. This associate will schedule appointments, produce work orders, prepare estimates from technician s diagnosis, obtain authorization from customers, close work orders in preparation for the cashier and ensure all appropriate services were completed within established AAA Mid-Atlantic standards.

This position is considered Essential Personnel which means that associates are on call as needed regarding reporting to work during inclement weather and other types of emergencies.

ESSENTIAL FUNCTIONS:

Greets customers, answers telephone calls and schedules appointments in a prompt and courteous manner. (5%)

Reviews repairs and services with customers to ensure a complete understanding of the services performed. Contacts customer any time there is a deviation from the original estimate of cost or time when the vehicle will be ready for pickup. Notes the name and the time of approval for all repair/service orders and any additional costs. (10%)

Distributes work to all shop technicians while monitoring progress and accuracy of each job. Supplies information on request to technicians, as needed. (12%)

Arranges repairs and payment for vehicles that are covered by extended warranty programs. (5%)

Arranges towing, and/or alternate transportation, such as shuttle or rental vehicle when necessary, in accordance with Total Repair Care (TRC) standards. (5%)

Test drives vehicle to pinpoint origin of problem or symptoms when necessary before and after repair. (5%)

Monitors inspection dates of vehicles in system to ensure the inspections are completed before due dates. Notifies customer of need to have vehicle serviced per manufacturers recommended intervals and as required by the state and explains this information to the customer. (5%)

Ensures all vehicles are in an acceptable condition for return to customer. (5%)

Determines sublet services required from information obtained from the customer or physical evaluation of the vehicle and schedule services as needed. (2%)

Professionally investigates customer complaints in a timely manner. Offers a customer friendly solution to all legitimate complaint situations. Refers unsatisfied customers to the Manager. (1%)

Advises Manager of equipment that needs to be replaced or purchased to accurately repair or diagnosis vehicles and trucks. (1%)

May be responsible for making daily bank deposits and serving as back up to cashier. (1%)

Arranges for maintenance and repair of automotive equipment in a timely manner. (2%)

Performs all other related duties as required. (1%)

OPERATIONAL FUNCTIONS AND CUSTOMER SERVICE 40%

Exercises discretion in providing a high level of customer service and overseeing operational processes, in the absence of the Car Care Manager.

Accurately completes work orders with detailed information to ensure requested services are performed and vehicle is accurately diagnosed and repaired. Ensure the security and confidentiality of all customer information. Secure all credit card information in a locked area. Keep vehicles operator informed of estimated time of completion.

Prepares estimates and obtain appropriate authorization for needed maintenance, diagnostic services and vehicle repairs. Obtain authorization for additional repairs.

Follows guidelines set by Car Care Manager regarding dealing with customer complaints and may make adjustments for members/customers up to an amount determined by Car Care Manager.

May act as controller of state inspection & emission paperwork where allowed by local laws.

Responsible for opening and/or closing the Auto Services side of the Car Care, Insurance and Travel facility as needed.

Job Requirements

Ability to arrange for maintenance and repair of vehicles and automotive equipment at a level normally acquired through the completion of a High School degree or the equivalent and three (3) years in the automotive industry in a fast-paced environment with a proven Sales and Customer Satisfaction Index record.

Demonstrated ability to execute the opening and closing processes of the Auto Services side of the business.

Knowledge of automotive technology (mechanics, hydraulics, and basic principles of electricity and electronics) and the ability to communicate same information to the support team, customers and Auto Technicians.

ASE (Automotive Service Excellence) Service Advisor Certification is desired.

Must possess and maintain a valid driver s license, five (5) years driving experience with an excellent record and the ability to operate both automatic and manual transmissions on passenger vehicles and light duty trucks.

Ability to operate PC based software and computer programs used for repair orders and invoices.

As a member of the Car Care, Insurance and Travel (CCIT) Team, demonstrates the ability to respond to customer inquiries and refer customers to the associates who can best assist them with Car Care, Travel, Insurance, Membership, Discounts, Financial Services, and other Retail products. Maintain specific awareness of products to support their assigned duties as well as general awareness of AAA s products and services to provide exceptional member and client experiences in a manner that will build repeat business and generate sales. Assist the CCIT Team to exceed Customer Satisfaction and Quality scores, while meeting established productivity goals.

Effective oral and written communication skills to enable accurate completion of paperwork and constructive interaction with others.

Ability to organize and prioritize work assignments to meet or exceed customer needs.

Ability to work additional hours as necessitated by business conditions.

Satisfactory employment screening results.