Service Advisor

It’s a great time to join AAA The Auto Club Group! 

JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD

Job Type:

Full time

 

Exempt/Non Exempt:

 

Salary

Job Description:

 

Position Description

Primary Duties and Responsibilities (details of the basic job functions):

The Service Advisor position is responsible for serving as the liaison between customers and the automotive technicians, properly informing and educating customers on repair and maintenance needs to ensure customer safety and satisfaction.

• Provide friendly and professional greeting to customers.
• Scheduling, confirming and preparing for appointments with customers to expedite their service experience.
• Enter repair orders into service database system; produce repair orders for customers with full transparency including cost and time estimates.
• Complete documentation of automotive problems and service needs by listening to customer’s description of symptoms, clarifying description of problems, and examining service schedules while providing clear and consistent documentation within the digital vehicle inspection and the point of sale. 
• Prepares pricing estimates for labor and parts based on technician’s notes and documentation, per business line predetermined matrix. 
• Utilize the consultative selling process to assist customers in recommending needed maintenance based on technician notes and recommendations to accommodate each customer’s situation, vehicle age, mileage and history.
• Communicate frequently with technicians to ensure timely completion of work.
• Gains superior product knowledge to effectively assist customers with service maintenance requirements and warranty information.
• Processes customer payments for services; ensure proper balance of monies.
• Collection of deposit (minimum 50%) from customer on repairs that exceed $1,000.  
• Maintain customer satisfaction score in accordance with company standards.
• Actively identifies member/customer needs across all business lines; introduces members to other departments.  Advocate for membership, insurance and travel departments.
• Assist management with inventory count and maintain of efficient stock level as needed.

Supervisory Responsibilities (briefly describe, if applicable, or indicate None):

• None

Required Qualifications (these are the minimum requirements to qualify)

Education (include minimum education and any licensing/certifications):

• High School diploma, GED or Technical school graduate/certification
• Must have and maintain a valid state Driver’s License.

Experience:

• 6 months minimum of customer service experience or sales experience.

Knowledge and Skills:

• Sales Acumen – uses knowledge to promote product/service value
• Communication – effectively conveys information; demonstrates use of listening skills
• Taking Initiative – proactively seeks out ways to improve
• Collaborative Partner– works well with individuals and groups to achieve common goals
• Delivering Results – achieves excellence in all tasks and goals
• Customer Focus – anticipates and meets needs of customer
• Production and key performance indicators will be reviewed monthly and quarterly by facility leadership.
• Ability to work effectively in a busy environment, interacting with people and dealing with difficult situations

Preferred Qualifications

• Bachelors Degree Preferred

Work Environment

• This position involves sitting, standing, walking and normal physical mobility, including reaching, grabbing, lifting, and carrying typical office equipment (averaging up to approximately 80 pounds in weight).
• Frequent standing and walking. 
• Normal or corrected hearing to the level of ability to receive detailed information orally and to accurately understand normal conversations, both in person and on the telephone. 
• Ability to work effectively in a busy environment, interacting with people and dealing with difficult situations

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.