Automotive Service Advisor

DeNooyer Ford - Vicksburg, MI4.3

Full-timeEstimated: $51,000 - $69,000 a year
Now hiring in Vicksburg!
DeNooyer Ford is looking for a detail-oriented and quality-driven leader to fill our Automotive Dealership Service Advisor position. DeNooyer Automotive has a great history of providing excellent automotive career opportunities in the Kalamazoo area for sharp, energetic people (with very thick skin). The ideal candidate will work well in a deadline-driven environment and will perform work with an exceptionally high degree of accuracy. A basic list of duties and requirements are below:

Automotive Service Advisors are responsible for managing the Service Department customer experience. Service Advisors must communicate customers concerns to technicians and recommend services to customers based on their vehicle’s needs.

Minimum high school diploma or equivalent
Experience preferred, but not required
Ability to maintain a positive attitude and demeanor... it's Always DeNooyer Ford!
Valid Michigan driver’s license and an insurable driving record.
Ability to read, speak and write English in order fulfill job functions in an understandable way. Bi-lingual encouraged to apply!
Ability to operate a computer, tablet, and telephone system

Greet customers in a timely and friendly manner. Service with a smile!
Perform four point walk around on the customer’s vehicle. Four. Not five. Not three.
Utilize dealer management system for repair order creation, booking, and cashiering. Remember DOS? It's a little like that.
Actively listen to customers to determine the customer’s concerns and identify preventative maintenance needs. Psychic abilities get extra points.
Obtain and record accurate customer and vehicle data. Like sports stats, but cars!
Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus and the dealer management system. Kind of like changing your furnace filter. No one likes to do it, but it's the difference between a Hawaii vacation for Christmas or a new furnace. Aloha!
Address manufacturer warranty and recall concerns in accordance with manufacturer policy and procedures. Gotta' follow the rules or we do not pass go, and there's no get out of jail free card!
Work proactively with the sales department when a customer indicates interest in obtaining a new or used vehicle. The team, the team, the team!
Maintain Customer Satisfaction Index (SPSI) rating at least comparable to that of the manufacturer, zone, or branch average.
Secret Ovaltine Decoding Ring a helpful tool...SPSI, CSI, LOF, EGR, UCI, PCM, TCM, PDI, MPI, ECM, EBCM, BCM, PCV, and t hat short list took us less than 10 seconds to come up with .
Maintain dealership-prescribed standard for “hours per customer repair order written”.
Ensure that all documents are accounted for and signed as required. Yep, lot's of details. Dot your i's and cross your t's!
Maintain effective communication with technicians to understand vehicle and customer needs. Tech talk, it's short-hand, at best.
Accomplish the forecast that has been established by the Service Director. It's Sunny and 70 somewhere! (jk, not that kind of forecast)
Provide and communicate estimates for labor and parts to the customer in a timely fashion
Establish “time promised” and communicate any deviations in a proactive manner
Schedule appointments using dealership software when necessary
Follow up with progress of repair and any changes
Compare final invoice with original repair order. Math. Sometimes it's hard. This math isn't that hard thankfully.
Deliver vehicle to customer and answer any questions. Questions mostly limited to vehicle care, work completed, the makeup of Saturn's rings, last week's baseball game, and if there really are penguins at the North Pole.
Achieve and maintain manufacturer certifications. Certs...gotta' have certs to work at the DF Lounge.

Understand and follow federal, state, and local regulations such as those concerning the disposal of hazardous wastes, OSHA right-to-know, etc. " OSHA: Things you shouldn't use in place of a ladder: rope, indoor potted tree, stacked chairs, human pyramid."
Deliver vehicle to customer and answer any questions
Follow up with customers after visits
Maintain follow-up program on additional items found in need of repair or any other declined services
Be responsible for quality control, to ensure that work is completed as requested and to reduce comebacks
Relating positively and courteously with diverse groups of people (customers, visitors, and staff)
Encourage a positive and upbeat team environment
Assist co-worker’s customers when necessary to ensure an optimal customer experience. The team, the team, the team.
All other duties as assigned ( ahhh, there it is!).

Fast-paced environment
Service Advisors must be comfortable working in all weather conditions including heat, rain, ice, snow, snow-pocalypses, Michigan Tsunamis, and may also be exposed to fumes and things that go boom, vroom, and honk. In other words, loud noises. But, we do give you a pretty sweet jacket.
Ability to work weekends. Always closed Sunday!
Ability to stand for 6-8 hours at a time
Ability to lift 50 pounds

We love our customers and employees so DeNooyer Ford happily offer services and employment opportunities without regard to race, color, religion, national origin, sex, age, height, weight, marital status, disability, veteran status, citizenship, or any other legally protected characteristic.