Service Advisor - Kia of Fort Walton Beach

At Step One Automotive, we are committed to an environment where the customer is always treated with respect and dignity. Our team members are our most valuable resource and growth is encouraged through diligence, teamwork & creativity. Above all, there is the highest standard of honesty and integrity when conducting business. Find out why we are a step above the rest! Apply today!

The Service Advisor greets customers on the drive at their vehicle, listens to their description of the problems or service needed, determines the type of service required and prepares repair orders. At all times, the needs and satisfaction of our customers must be the most important aspect of their interaction. We must have the ability to understand and analyze a customer’s needs and how we can address their requirements. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and contact the customer for permission to do the work. They also advise customers on other available services. Service Advisors may work within the Service Department and/or the Express Department, however assigned duties do not differ between departments. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Duties/Responsibilities:

• Follows SOAG advisor service drive process

• Prepares a pre-write for the next day’s appointments detailing required services due, previously declined services, and any open recalls or service campaigns.

• Greets client on the drive at their vehicle

• Performs a thorough walkaround of the vehicle with the client, detailing any damage and measuring the tread depth of the tires

• Helps identify a mechanical problem by questioning the customer or doing a visual inspection

• Confers with customers about inspection results, recommends corrective procedures and prepares work order for needed repairs.

• Adds a decline line on the repair order for any declined services or repairs

• Obtains client’s signature on tablet for approved repairs and services

• Write a brief description of the customer’s concern on the repair order to help the technician diagnose the problem.

• Explains the work performed and the repair order charges to the customer.

• Handles customer complaints.

• Schedules service appointments.

• Obtains customer and vehicle data prior to arrival when possible.

• Greets customers in a timely, friendly manner and obtains vehicle information at the vehicle on the service drive.

• Maintains above benchmark customer pay hours per repair order

• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.

• Provides a complete and accurate written cost estimate for labor and parts.

• Updates clients daily on vehicles progress to completion of repairs

• Records all communications with the customer through X Time, in the Notes field.

• Establishes customer's method of payment. Obtains credit approval, if necessary.

• Verifies and corrects customers’ information, including but not limited to email address, phone number, and home address. Must also include the license plate number on the repair order. Safeguards all customer information at all times.

• Notifies dispatcher of incoming work.

• Checks on progress of repairs and contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.

• Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order and collect payment as appropriate.

• Performs active delivery with customer, including cashing customer out

• Ensures that vehicles are parked in assigned areas. Makes sure they are locked, and all keys are marked and put away correctly.

• Keeps service and/or express department forms, menus, and pricing guides up to date.

• Participates in the quality control process to eliminate comebacks.

• Maintains high customer satisfaction standards.

• Handles telephone inquiries regarding appointments and work in process.

• Inspects all vehicles for body work, informs customer if work is needed and provides an estimate for body work.

• Acquires and maintains any manufacturer specific training for Service and/or Express Service Advisors

• Keeps work area clean.

• Must be able to work some Saturdays as required.

• Other tasks as assigned.

Required Skills/Abilities:

• Excellent organizational skills and attention to detail.

• Ability to solve practical problems and deal with a variety of concrete variables in situations.

• Ability to prioritize tasks and to delegate them when appropriate.

• Ability to act with integrity, professionalism, and confidentiality.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.

• Must be able to lift and move work-related items up to 30 pounds.

• Must be able to push, pull, lift, and bend at the knees and waist, twist body at the waist, raise and hold arms overhead, and turn head-neck-shoulders as needed.

Education and Experience:

• One year or more related experience and/or training, preferred but not required.

• Must be able to pass a background check, drug screening, and Motor Vehicle Report.

• Manufacturer training.

• Additional certifications as applicable.