The Service Advisor is the primary liaison between the Service Department and its customers. Service Advisors are responsible for assisting their customers with service and maintenance needs, and assuring the customers continued satisfaction with their INFINITI vehicles and the dealership.
The primary duties and responsibilities include but are not limited to:
Greeting customers promptly
Obtaining customer and vehicle information
Reviewing vehicle repair histories in dealership files and verifying any needs for recalls through SERVICE-COMM
Clearly reporting all vehicle symptoms as described by the customer, using specific descriptions and using Customer Diagnostic Worksheet as required
Determining needed maintenance
Promoting the sales of labor, parts, and accessories
Preparing a complete and accurate estimate of cost for labor and parts
Assuring that special orders parts are correct for repairs to vehicle
Establishing a method of payment
Establishing an accurate promise time
Obtaining the customers signature on the R.O. and providing a copy to customer
Monitoring the progress of each vehicle throughout the day, and updating customers as needed
Handling customer inquiries
Verifying that the final invoice reconciles with the work performed on the R.O.
Qualifications:
Notifying all customers by telephone for upsells and (soon as vehicle repair is completed) with total charges
Explaining all completed work and charges to customers when they arrive and attempt to make the next maintenance appointment
Overseeing delivery of vehicles to the customer after their visit from the cashier
Following up with customers regarding needed
Participating in Infiniti sponsored training and programs such as
Infiniti University online Service Advisor courses
Performing other duties as assigned by the Service Director
At a minimum, the Service Advisor should have the following qualifications:
Basic product knowledge
Customer relations skills (especially dealing with upset or angry customers)
Service sales skills
Communication skills in person, in writing, and over the telephone (ability to assist the customer in expressing all service needs and writing down those needs in a way that is acceptable to the customer and understandable to the Technicians)
Basic business math skills
In addition to personal goals established during annual performance reviews, this employees performance will be evaluated against the following performance standards:
Personal customer service satisfaction survey results are at or above district percentage
Personal parts, labor, and accessories sales are at or above established goals
The Service Advisors work area is kept neat, clean, and presentable
Punctuality in reporting to work
Professional appearance and demeanor at all times
Must be at least 18 years of age to be considered
Preferred experience:
Required license or certification:
Schedule:
Compensation:
CAG is proud to be an equal opportunity employer. We are committed to building a diverse, equal, and inclusive workplace and our recruiting process reflects this commitment.
As a forward-thinking, adaptive, and supportive company, we seek others who care about providing a transformational environment where everyone has a voice and opportunities to succeed. We encourage all interested candidates to submit an application.
Core Values:
Transformational Not Transactional - Be Transformational
We do what we say we're going to do
We encourage and support each other
We're committed to continuous growth
The Continental Automotive Group is an equal opportunity employer and a drug free workplace.
All Continental Automotive Group Full-Time Employees Receive:
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Employer Paid Dental Insurance
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Employer Paid Life Insurance
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Employer Paid Medical Insurance
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Employer Paid Health Savings Account Contribution
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Employer Paid Flu Vaccinations Every Fall
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Employer Percentage Matching for 401k
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Employer Paid Parental Leave
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Employer Paid Employee Assistance Program
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5 Paid Bereavement Leave Days/Year for immediate family members (after 60 days)
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5 Paid Time Off Vacation Days/Year (60 days - 1 year)
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14 Paid Time Off Vacation Days/Year (1 year - 3 years)
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19 Paid Time Off Vacation Days/Year (3 - 7 years)
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24 Paid Time Off Vacation Days/Year (7+ years)
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Annual Christmas Bonus Based on Tenure
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Annual Christmas Party
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Annual Employee Appreciation Dinner
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Employee Vehicle Purchase Program
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Employee Discounts on Collision Repair, Parts, and Service
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Bi-Weekly Pay Periods, Paid on Fridays
- Holidays: Thanksgiving, Christmas & New Years
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Employer Paid Lunches Every Saturday
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Employer Paid Lunches/Dinners - Special Occasions (Blood Drives, Birthdays, Awards, etc.)
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Access to In-House Insurance Agency
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Access to In-House Marketing Agency
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Voluntary Life Term and Whole Insurance
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Voluntary AFLAC Supplemental Coverages, Voluntary Vision plan, Pet Insurance, and Legal Shield
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$200 Donation to Charity of Your Choice with Approval
We strive to take excellent care of our employees, so that they will strive to take excellent care of our clients!
CAG is committed to compliance with the American Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 220-0988.
