Service Writer-Arlington, MA

Here we grow again!!

McGovern Automotive Group is proud to boast our newly acquired Hyundai location in Arlington, MA located on Mass. Ave!

The Service Advisor serves as the liaison between the customer and service technicians to understand and schedule vehicle service and repair requests. The Service Advisor is responsible for the primary interaction with Service Department customers, including service sales, management of customer concerns, and communication of vehicle service and repair estimates and vehicle service status.

Service Advisor Responsibilities:

• Politely greet service customers upon entry to the service area
• Answer incoming calls regarding service enquiries promptly and return messages in a timely manner
• Review services and offer options with customers and prioritize required services
• Thoroughly document customer’s vehicle concerns and reasons for bringing their vehicle in for service/repair
• Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts and labor pricing tools
• Verify vehicle warranty and service contract coverage and explain any relevant provisions and exclusions to customers
• Develop accurate estimates by costing materials, supplies and labor; calculate customer’s payment, including deductibles
• Prepare repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtain proper authorization and approval signatures for all repairs; enter RO into service database
• Maintain customer rapport by explaining estimates and expected return of vehicle; obtain customer’s approval of estimates; obtain and provide contact telephone numbers; answer questions and concerns; arrange towing and temporary transportation
• Manage customer complaints or issues with professionalism
• Reconfirm service appointments with customers the day before scheduled service date
• Review completed repair orders for accuracy and clarity before delivering to the customer
• Maintain an understanding of the service technicians’ workload to appropriately manage customer expectations for service scheduling
• When merited, provide sales consultants with relevant customer information for new car sales

Service Advisor Qualifications:

• 5+ years prior experience in a similar position preferred
• Displays superior customer relationship and interpersonal skills and maintains strong focus on customer satisfaction
• Maintains core knowledge of products and product updates
• Possesses excellent verbal and written communication skills
• Meets deadlines, prioritizes assignments, and multi-tasks under pressure
• Demonstrates a high work ethic and exhibits professional and acceptable behaviors at all times
• Is self-motivated, organized, detail oriented, and success driven
• Completes assigned tasks promptly and efficiently
• Is team-oriented with a desire to achieve both individual and collective goals
• Maintains professional appearance and positive, high energy presence
• Understands and complies with federal, state and local regulations
• Holds valid driver’s license

McGovern Automotive Group is an Equal Opportunity Employer and is a drug-free workplace.