Service Advisor-Genesis


O’Gara Westlake
Westlake Village, California

Service Advisor

Full Time

Westlake Business Office, Westlake Village, CA, US

At O'Gara Coach Companies, we believe employees are the greatest asset in our mission to provide the highest level of quality service for our valued customers.We understand that each employee of the O’Gara Coach team has an essential role in creating the individualized service we provide our clients, and we recognize the importance of employee satisfaction. We treat all employees with respect and appreciation for their contributions to the company, and we provide employees with the opportunity for success as both team members and individuals. O'Gara Coach Companies West Lake Village is always looking for qualified, driven and professional individuals to join our team.

DUTIES AND RESPONSIBILITIES:
• Greet each customer in a prompt, courteous manner 100% of the time and never differentiate between customer pay and warranty service. Let customers who are waiting in line know that they will be helped soon
• Schedule appointments using dealership-approved forms
• Communicate with service customers to determine the nature of the mechanical problem. Listen to and help interpret customer's statements accurately
• Secure agreement from customers before repairs begin; cover cost estimate; and approximate time when vehicle's work will be completed
• Obtain customer and vehicle data and secure method of payment
• Test-drive the vehicle with the customer if there is any question as to the nature of the problem
• Inspect all vehicles for bodywork, notify the customer that the work is needed and provide an estimate for Body Shop work
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications, using maintenance menus
• Point out additional needed service work and actively promote service sales
• Understand and follow federal, state and local regulations, such as those governing the disposal of hazardous wastes, OSHA right-to-know etc.
• Ensure that all Repair Orders are accounted for
• If additional work is needed, explain the details to the customer, including the additional cost and time consideration and document properly on the Repair Order
• Indicate on Repair Order the exact repair instructions, making a special note of the main reason the customer brought the vehicle in
• Identify on Repair Order if repairs need special handling such as a special problem, repeat repair, rush or customer waiting
• Provide estimates of labor and parts. If cost cannot be determined, leave open and contact customer later for approval
• Obtain customer's signature on Repair Order
• Set a time with the customer when they will be called to discuss the status of their vehicle
• Obtain accurate customer contact information
• 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
• Handle telephone inquiries regarding work in process and appointments and return phone messages promptly
• Deliver vehicles to customers and answer any questions. Review work performed and explain charges or coverage
• Advise the customer of future maintenance or repair needs
• Ensure all needs were met; ask if there is anything else that can be done. Explain the survey they will receive and the importance of it
• Escort customer to cashier window
• Be responsible for quality control to ensure that work is completed as requested and to reduce comebacks and make sure vehicle is clean
• Pull vehicle up for customer or ask Porter to valet vehicle
• Keep Quick Pricing Guide, Signals Checklist, Maintenance Menus and other Service Department forms up to date
• Interpret warranty information and policies to customers
• Keep Service Director informed of all problems and potential problems involving repairs, customers and equipment
• Stay up to date on technical and performance information on all vehicles serviced by dealership
• Refer leads and prospects for vehicle sales to the new and pre-owned car department(s)
• On completion of work, Repair Orders must be closed in a timely and efficient manner
• Participate in any dealer promotion or program when needed
• Attend training classes as directed by management
• Report to management any situation or condition that jeopardizes the safety, welfare or integrity of the dealership, its personnel or customers
• Perform other job-related duties as assigned by corporate management

REQUIREMENTS AND QUALIFICATIONS:
• High school diploma or the equivalent
• Three years of experience in an auto repair facility
• Factory training credentials
• Proficient knowledge of dealership's computer systems including ADP/CDK
• Must have valid in-state driver's license and have and maintain an acceptable, safe driving record and safe driving habits in order to drive both customer vehicles and a demonstrator vehicle
• Must be a team player with impeccable honesty and integrity
• Maintain a high level of professional personal appearance and conduct

COMPENSATION: minimum wage plus commissions 

We are committed to an inclusive environment for all employees and applicants and will make all employment-related decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability or veteran status.

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