Service Advisor- Steven Toyota
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Steven Toyota
Harrisonburg, VA, US
Summary
The Service Advisor acts as the primary link between customers and the service team, managing repair orders and communicating service needs clearly. They are responsible for coordinating with technicians and parts departments while ensuring a high standard of customer satisfaction throughout the service process.
Job Description
Job DetailsJob Location: Harrisonburg, VA 22801About the Company:
At Steven Toyota, we value diversity and strive to provide a welcoming and inclusive environment for both our employees and customers. We are committed to offering top-notch service and building lasting relationships with our clients. Join us in our mission to deliver excellence in automotive sales.
Description of the role:
We are seeking a customer-focused and detail-oriented Service Advisor to be the vital link between our customers and service team. In this role, you will be the first point of contact for customers, delivering a welcoming and empathetic experience while clearly communicating service needs, repair options, and estimated timelines. You will actively listen to customer concerns, provide transparent explanations without technical jargon, and ensure expectations are managed effectively throughout the service process.
Your responsibilities will include writing accurate repair orders, coordinating with technicians and the parts department, and proactively updating customers on the status of their vehicles. By providing expert guidance, addressing concerns promptly, and following up post-service, you will help build lasting trust and loyalty. The ideal candidate is a strong communicator, problem-solver, and advocate for customer satisfaction who upholds the dealership's high standards of professionalism and care.
Responsibilities:
Exceptional Customer Engagement
Warmly greet every customer with a welcoming demeanor, making them feel heard and valued from the moment they arrive
Actively listen to their concerns, asking clarifying questions to thoroughly understand their vehicle's symptoms and their personal priorities
Empathize with their situation, acknowledging any inconvenience and assure them of our commitment to a positive resolution
Clear & Transparent Communication
Clearly explain recommended services, diagnostics, and repairs in easy-to-understand terms, avoiding jargon
Provide accurate estimates for time and cost, managing expectations proactively and communicating any changes or delays promptly
Present multiple options when available, empowering customers to make informed decisions about their vehicle's care
Proactive Problem Solving & Resolution
Anticipate and address potential customer concerns before they arise
Handle inquiries, concerns, and any escalations with patience, professionalism, and a solutions-oriented approach, ensuring customer satisfaction
Follow up with customers after service to confirm their satisfaction and address any remaining questions
Efficient Service Coordination
Accurately write repair orders and provide detailed instructions for technicians
Collaborate seamlessly with technicians and parts departments to ensure timely and quality service delivery
Monitor vehicle progress throughout the service process, providing regular updates to customers
Building Trust & Loyalty
Educate customers on their vehicle's needs, maintenance schedules, and the value of genuine Toyota parts and service
Build long-term relationships based on trust, transparency, and consistent positive experiences
Act as an advocate for the customer within the dealership, ensuring their needs are met
Dealership Standards
Maintain high standards of professionalism and customer service in all interactions
Adhere to all dealership and manufacturer policies and procedures
QualificationsRequirements/ Qualifications:
Proven Customer Service Excellence (Required): A demonstrated track record of delivering exceptional customer service, ideally in a fast-paced retail or service environment
Outstanding Communication Skills: Superior verbal, written, and active listening abilities. The capacity to explain complex information simply and empathetically
High Emotional Intelligence: Patience, empathy, and the ability to effectively manage diverse customer personalities and situations
Problem-Solving Prowess: A calm and methodical approach to resolving issues and de-escalating challenging situations
Strong Organizational Skills: Ability to multitask, prioritize, and manage time effectively in a busy environment
Automotive Aptitude: A basic to strong understanding of automotive maintenance and repair (previous Service Advisor experience at a dealership is highly preferred; Toyota experience is a significant plus)
Computer Proficiency: Comfortable with Dealer Management Systems (DMS), scheduling software, and standard office applications
Valid Driver's License and Clean Driving Record
High School Diploma or equivalent (some college or trade school preferred)
Benefits:
Competitive compensation
Opportunities for growth and development
Health insurance and retirement plans
Employee discounts on vehicles and services
Birthday off Paid
Paid time off
Work environment /Physical demands:
Be able to work under hot and cold weather
Able to lift more than 20lbs
Be able to be exposed to allergens
Stand for long periods of time
Able to navigate multiple software programs
Be able to bend, crouch, and kneel
Able to work around loud noises
Be able to work around fumes and odors
High pace work environment
Be able to work in a well-lit work environment
