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, 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:

• Advises customers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Confers with customers about inspection results, recommends corrective procedures and prepares work order for needed repairs.
• Prepares a repair order showing time, cost, and labor estimates for service.
• 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.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• 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.
• Establishes “promised time.” Checks with dispatcher, if necessary.
• Obtains customer's signature on repair order; provides customer with a copy.
• Establishes customer's method of payment. Obtains credit approval, if necessary.
• 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 as appropriate.
• 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.
• Implements a 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.
• 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.
• Valid Driver's License required.
• Manufacturer Training
• Additional certifications as applicable

Benefits:

• Medical, Dental, Vision, and AFLAC Supplemental Insurance
• Company Paid Life Insurance, Employee Assistance Program, and college courses.
• 401(k) with Company Matching after 6 months.
• Paid Time Off and Paid Holidays.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.