Service Advisor - RUSNAK Jaguar/Land Rover Anaheim Hills
RUSNAK is the preeminent dealership group in Southern California, with excellence in customer service for more than 50 legendary years, with 800 employees, and 14 locations offering 11 luxury auto brands. To maintain with our growth, we are seeking a Service Advisor to join our team at RUSNAK Jaguar/Land Rover Anaheim Hills!
This position is to contribute to the success of Rusnak Automotive Group (the Company) by providing all Clients with comprehensive, value-added, fair, and ethical automobile repair services while achieving individual strategic sales objectives.
Consistently Meets All Service Department Expectations And Gross Profit/Sales Objectives:
o Schedules service appointments; makes it a priority to obtain Client and automobile data prior to arrival as often as possible.
o Immediately greets customers in a professional, friendly manner and obtains automobile information.
o Ensures Client's automobile problems are accurately and clearly documented on the Repair Order (RO).
o Test drives the automobile with the Client as needed to diagnose problem or refers the Client to appropriate Service Technician to conduct test drive and diagnose problem.
o Respectfully advises Clients on the proper care of their automobile and the value of maintaining their automobile in accordance with manufacturers' specifications.
o Provides a complete and accurate written cost estimate for all labor and parts.
o Recommends additional needed and value added service based upon service history and automobile inspection.
o Establishes "promised time" with Client; coordinates with Dispatcher, if required.
o Ensures each RO is signed by the Client and that they receive a copy.
o Establishes Client's preferred method of payment; obtains credit approval, if required.
o Immediately notifies Dispatcher of incoming work.
o Periodically checks on the progress of the repair throughout the day. Promptly contacts the Client regarding any changes in the promised time, explains cost and time requirements in detail, and gets proper authorization before performing any additional repairs.
o Implements and maintains a service marketing program.
o Consistently reviews and closes RO's ensuring that work is completed and additional work and corresponding authorization is noted.
o Ensures that automobiles are parked in assigned areas. Makes sure they are locked and all keys are marked and correctly stored.
o Keeps service department forms, menus, and pricing guides up-to-date.
o Ensures each Client receives a thorough explanation of all completed work and charges.
o Successfully maintains a quality control process to eliminate "comebacks."
o Consistently meets or exceeds established Customer Satisfaction Index (CSI) scores.
o Efficiently and effectively handles telephone inquiries regarding appointments and work in progress.
o Thoroughly inspects all automobiles for body work, informs Client, if work is needed, and provides an accurate estimate.
o Monitors RO sales and seeks opportunities to add value for our Clients while increasing revenue.
o Writes appropriate share of work based upon division of work among all Service Consultant/Advisor's.
o Sells "time" at appropriate values per Company and manufacturer guidelines.
o Ensures estimates are accurate and reflect added value for our Clients.
o Ensures the Company and Service Technicians are fairly compensated for all completed work.
o Effectively promotes "value-delivered," rather than "discount offered," to make a sale.
o Successfully integrates personal experience, expertise, professionalism, and business strategy to achieve sales objectives.
o Experience Required: A minimum of 5 years in the position of a Service Advisor or similar positions in HIGH LINE Automotive Industry
o Experience Ideal: Previous Jaguar / Land Rover experience
o License Required; Current California Driver License with satisfactory Department of Motor Vehicle driving record
o Education; Ideal: H.S. Diploma/GED