Express Service Advisor

About the position

The Express Service Advisor at Gainesville Nissan is responsible for managing the service process to ensure customer satisfaction and efficient vehicle repair. This role involves overseeing documentation, pricing, communication, and teamwork to meet customer needs and commitments. The advisor is expected to deliver exceptional service, ensuring that vehicles are repaired correctly the first time and that customers are informed and satisfied throughout the process.

Responsibilities

• Greet all customers promptly and professionally.
• Gather all necessary vehicle information while performing a walk around inspection.
• Gather all pertinent customer information for documentation, communication, and scheduling.
• Determine customer's primary concern or need first then review additional maintenance needs.
• Take any additional action needed to verify condition including road test.
• Establish and maintain great customer relationships that encourage repeat and referral business.
• Handle all customer complaints immediately and resolve to the customer's satisfaction.
• Schedule all incoming and future appointments in Customer Relationship Management System or Dealership Management System.
• Educate customers about the ability to schedule an appointment online.
• Communicate with each customer in a fashion that leaves them feeling comfortable and informed every time.
• Provide the customer with detailed status updates until point of vehicle delivery.
• Provide an active delivery and explanation of work and charges that leaves NO unanswered questions or concerns.
• Maintain CSI at or above designated standards.
• Meet dealership's standards for repair/order production.
• Follow Safeguards rules and regulations.
• Ensure that customers' service files are up-to-date and are readily available for reference.
• Maintain a clean organized work area.
• Apply high standards of employee conduct which include reliability, promptness, courtesy, appearance, and professional behavior.

Requirements

• Must have a high school diploma or equivalent.
• Valid driver's license and clean background check.
• One year automotive retail service consultant experience preferred, but not required.
• Reynolds & Reynolds DMS knowledge preferred, but not required.
• Strong record of positive customer satisfaction results.
• Knowledge of automobiles and repair work preferred.
• Results oriented with the ability to plan and achieve business goals within established timelines.
• Interpersonal skills to interact well with employees and customers at all levels.
• Strong communication skills to identify and deliver critical information to the appropriate parties.

Nice-to-haves

• Knowledge of automobiles and repair work preferred.
• Reynolds & Reynolds DMS knowledge preferred.

Benefits

• Opportunities for advancement