About Bob Johnson:

Bob Johnson Volkswagen Rochester, part of New York's #1 auto group, has a current opening for an Service Advisor in Rochester. We strive to live by the values of Teamwork, Integrity, Drive, and Personal Improvement. If you like working with people and providing quality service, we’d like to meet you!

Bob Johnson Auto Group has record success in developing true champions in the workplace. We provide diverse career opportunities, competitive wages, as well as an extensive benefits package. When joining the Bob Johnson Auto Group Family, you will enter a goal-oriented environment, long term employment and work side by side with winning spirited co-workers.

Job Title: Service Advisor

Department: Service

Reports to: Service Manager

Position Information:               Acts as principle contact between dealership and customer for repair and maintenance service on vehicles. Primary goal is to provide complete customer satisfaction and maximize dealership sales of service and parts.

Relationships:            

1. Reports to service manager
2. Supervises: Service personnel in the absence of the service manager
3. Maintains close working relationship with warranty administrator, shop foreman and service manager.

Essential Responsibilities:

1. Customer satisfaction
2. Treats customers in accordance with dealership policies
3. Greets customers in a friendly and timely fashion, obtains vehicle information and necessary signatures
4. Inspects vehicle for current damage. Attains necessary signatures from management regarding out of Warranty and used car authorization
5. Secures agreement from customer before repairs are begun. Cover estimate of cost, establish promise time and method of payment
6. Write up customer’s vehicle accurate and clearly on the repair order
7. Checks on progress throughout the day and re-contacts the customer of changes in repair estimate or promised time. Close repair orders according to GM policies and procedures
8. Reviews repair orders for to ensure accuracy before customer arrives. Meets with customer to   explain all charges and ensures total understanding of transaction.

Marginal Responsibilities:

1. Schedule service appointments
2. Test-drive vehicles with customers
3. Follow-up on special order parts
4. Other duties requested by management

Expense Control:  

1. Write accurate RO’s by asking good diagnostic question to identify customer needs
2. Record the information accurately
3.  Identify R.O.s that require special handling (rush/comeback/waiters/special problems)

Interdepartmental Relations:                               

1. Keep service manager informed of all potential problems involving repairs
2. Coordinate service repairs that may involve parts with the parts department.

Factory Relations:

1. Interpret warranty information and company policies to customers
2. Be up-to-date on technical and performance information that may affect customers.

Service Advisor (Continued)

Housekeeping:     

1. Keep reservation area clean, neat and orderly
2. Update computer files as required.

Accountability - Performance standards for this position are met when:

1. Monthly customer labor sales objectives, established in conjunction with service department management are met
2. No complaints are received from customers about how they were treated
3. Shop foreman and technicians can read and understand information on repair order
4. CSI ranking in service is at or above zone average.

Qualifications:

Ability to read and comprehend instructions and information

Will be trained on dealership computer systems

Professional personal appearance

Ability to work and communicate will with customers and employees

Punctual, consistent, and reliable attendance is essential

Education and Experience:

1. High school or GED equivalent
2. Three years experience.

NOTE: