Service Advisor

Description
As with all members of the Gemba Automotive Team, alignment with Our Purpose and Values is an essential prerequisite.

This defines why we are in business, how we go about our daily business, and what it is that we do. We are dedicated to surrounding ourselves with a full team of great people who see what we see, believe what we believe, and proudly embody our values.

Role Objectives
A Service Advisor at Gemba Automotive is the cornerstone of exceptional customer service and smooth shop operations. The role connects customers and technicians, ensuring a positive, transparent, and efficient experience throughout the service process. Success in this role comes from strong communication, attention to detail, and dedication to customer satisfaction.

Key Responsivities
Customer Interaction-

• Greet customers warmly, whether in person or over the phone, to create a welcoming and professional first impression.
• Assist customers by setting appointments, answering questions about services, and providing guidance on the repair process.
• Open repair orders promptly, ensuring all necessary information is gathered and recorded accurately.
• Perform vehicle intake steps, including walkarounds, to visually inspect the vehicle, note any visible issues, and document customer concerns or requested services.
• Use the Digital Vehicle Inspection (DVI) process to capture and communicate customer concerns clearly and ensure nothing is overlooked.

Service Recommendations and Estimates-

• Provide clear and honest service recommendations based on the customer's needs, vehicle history, and technician input.
• Explain repair and maintenance options in a way that's easy to understand, ensuring customers feel informed and confident in their decisions.
• Prepare detailed and transparent estimates, breaking down costs to help customers understand the value of the services provided.
• Share preventative maintenance suggestions thoughtfully, helping customers make informed choices to keep their vehicles in excellent condition.

Workflow and Scheduling Coordination-

• Organize the daily schedule to ensure efficient shop operations and on-time repairs.
• Communicate with technicians and customers to provide updates and manage expectations throughout the repair process.
• Order parts as needed, track inventory availability, and minimize delays in service.
• Collect payments and, if applicable, secure warranty or insurance company authorizations.

Customer Relationship Management-

• Build long-term relationships with customers by providing a friendly, helpful, and professional experience.
• Keep a customer database to track service history and upcoming needs, making it easy to follow up or send reminders.

Warranty and Insurance Coordination-

• Handle warranty claims, ensuring accurate processing and clear communication with warranty providers.
• Work with insurance companies to approve and process repair claims when necessary.

After-Sale Follow-Up-

• Follow up with customers after service to ensure their satisfaction and answer any questions.
• Recapture declined services by explaining the benefits and timing of recommended repairs.

Customer Satisfaction-

• Ensure a positive experience for every customer, resolving any issues quickly and professionally.
• Encourage customers to leave reviews on platforms like Google and Yelp to help grow the shop's reputation.

Service Documentation-

• Make sure all repair orders, inspection reports, and technician notes are complete, accurate, and properly saved.
• Keep detailed records of vehicle history for compliance and reference.

Continuing Education-

• Stay up to date by participating in training and earning certifications like ASE. This ensures you have the latest knowledge to help customers.

Requirements
Key Deliverables- Expected Outcomes:
Success Metrics-

• Customer Satisfaction Index (CSI): Achieve and maintain a 4.8-star average or higher on Google and Yelp reviews.
• Service Capture Rate: Recapture a specified percentage of declined services to meet revenue goals.
• Sales Capture Rate: Achieve and sustain a target percentage of recommended repairs and maintenance accepted by customers, ensuring consistent shop performance and customer trust.
• Operational Efficiency: Keep service timelines on track and maintain open communication with customers and technicians.
• Warranty and Insurance Processing: Handle claims accurately, with minimal delays or errors.
• Continuing Education: Actively participate in professional development to maintain certifications and skills.

A Service Advisor at Gemba Automotive is more than just a role—it's a chance to be a key part of a team that values excellence, growth, and making every customer's experience a great one.