Service Advisor

About the position

The Service Advisor at Nelson Mazda Norman plays a crucial role in ensuring customer satisfaction and efficient service operations within the dealership. This position involves overseeing service orders, managing technician schedules, and providing exceptional customer service to enhance the overall experience for vehicle owners. The Service Advisor is responsible for maintaining high customer happiness scores and ensuring that all service inquiries are handled promptly and effectively.

Responsibilities

• Oversee service orders and flow of Drive Lane.
• Ensure that customers receive prompt, courteous, and effective service.
• Take ownership of the customer's experience by carrying out additional assignments to leave a positive impression.
• Provide concierge support for all owner inquiries, whether by phone or in person.
• Ensure the daily inventory of technicians' time is consistently sold to service customers.
• Distribute work between technicians efficiently.
• Answer technical questions about vehicle problems, warranties, services, and repairs.
• Maintain Customer Happiness scores at or above company standards.
• Assist in diagnosing vehicle problems; order parts and tools as necessary.
• Oversee administration of warranty claims and training of service department staff.
• Set schedules and assign tasks to service department employees.
• Reinforce company policies and adhere to company standards.
• Encourage compliance with applicable laws and regulations.
• Maintain good working relationships with factory(s) and foster positive employee relations.
• Collaborate with upper management on service department hiring and discipline decisions.

Requirements

• Organized and friendly personality
• Demonstrated ability to manage others
• Time management skills
• Fantastic communication skills with customers
• Professional, well-groomed personal appearance
• Consistent record of service and sales success
• Strong record of positive customer satisfaction results
• Team-oriented and self-motivated
• Able to work with little supervision
• Clean driving record and valid driver's license

Benefits

• 401(k) matching
• Dental insurance
• Gym membership
• Paid time off
• Vision insurance
• Volunteer time off