Service Advisor

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At Glockner Family of Dealerships, we strive to make every customer a customer for life.  Happy employees make happy customers, and we reward individuals who are ready to work hard and stay motivated.  Every employee at Glockner Family of Dealerships is absolutely critical to its success. Our promise is to keep delivering the same award winning service and value that our community has come to expect from our dealership through the years.

What We Offer

  • Medical, Dental, Life, Accidental and Critical Insurance
  • 401(K) - company matches 10% every Pay
  • Acute Wellness Program
  • Paid vacation
  • Discounts on products and services
  • Employee vehicle purchase discounts
  • Paid Training


Job Summary

 

The Service Advisor is responsible for scheduling service work in the service department and for selling additional needed service to customers.

 

General Expectations

  • Devote himself/herself to insuring satisfaction to customers.

  • Determine management, production and quality requirements by asking questions and listening.

  • Regular and reliable attendance.

  • Attend company meetings as required.

  • Maintain a follow-up system that encourages follow through with assigned projects.

  • Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals.

  • Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively.

  • Understand the terminology of the business and keep abreast of technology changes in products and services.

  • Know and understand the federal, state and local requirements which govern the company’s business.

  • Follow lawful directions from supervisors.

  • Understand and follow work rules and procedures.

  • Participate in performance management.

  • Interact well with others and be a positive influence on employee morale.

  • Uphold the company’s non-disclosure and confidentiality policies and agreements.

 

Job Specific Duties

Following is a summary of the major job duties of this job. This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that may be required of the employee for this job. Other duties may be performed, both major and minor and specific activities may change from time to time.

  • Provide excellent customer service for all customers whether external and internal.
  • Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.
  • Conduct telephone transactions courteously, and quickly.
  • Communicate with customers to keep expectation levels appropriate.
  • Determine costs and completion date. Communicate expected repair time to customer.
  • Provide estimates of labor & part.
  • Adhere to procedures for timely and proficient dealing of warranty items such as correct storage and labeling.
  • Notify customers promptly regarding any delays, changes, or additional work that is required.
  • Interpret warranty information and policies to customers.
  • If additional work is needed, explain the details to the customer, including the additional cost and time consideration.
  • Start and finalize repair orders for warranty, customer paid, and internal repair.
  • Deliver vehicle to customers & answer any questions.
  • Identify RO’s that require special handling such as rush, customer waiting, special problem and comeback.
  • Follow up progress of each repair order during the day. Contact customer by telephone regarding changes in the estimate or time promised. Record changes on repair order in approved fashion.
  • Obtain customer’s signature on repair orders.
  • Ensure that all repair orders are accounted for.
  • On completion of work repair orders must be closed in a timely and efficient manner.
  • Keep quick pricing Guide, Signals Checklist, Maintenance Menus and other service department’s forms up to date.
  • Analyze progress to maximize efficiency and maintain high quality of repairs.
  • Be responsible for quality control to ensure that work is completed as requested and to reduce comebacks.
  • When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.
  • Keep Service Director informed of all problems & potential problems involving repairs, customers and equipment.
  • Be up to date on technical and performance information on all vehicles serviced by dealership.
  • Refer to leads and prospects for vehicle sales to the new and used car departments.
  • Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
  • Work  with the Service department to establish and maintain an effective and proficient service department with excellent customer satisfaction.

 

Qualifications

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job requirements.

 

Education, Certification and Training

  • GED/High School Diploma required.

 

Experience:

  • Previous service experience preferred

 

Skills & Abilities:

  • Ability to meet the company’s production and quality standards. Must be self-motivated.

 

Conditions of Employment

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job requirements.

 

Licensure

  • Valid Driver’s License and clean driving record required

 

Background and Drug Screening:

  • Must pass a criminal history background check and drug screen

 

Interpersonal Skills

  • Communicate effectively with public, customers and co-workers. Must have the ability to follow verbal and written instructions.

 

Essential Mental Requirements

  • Analytical ability necessary to gather/interpret dataand direct calls and customers to appropriate location.

 

Essential Physical Demands

  • Physical demand level light to medium. Occasionally lifts up to 35 pounds. Occasional reaching, bending, pushing and pulling. Sits and/or stands most of the day.

 

Work Conditions

  • Work environment involves some exposure to unusual elements, such as varying temperatures, dirt, dust, fumes, unpleasant odors, and/or loud noise.
Location: Glockner of Ashland in Ashland, KY
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