What are the responsibilities and job description for the Express Lane Service Advisor- Tom Wood Ford position at Tom Wood Inc.?
Tom Wood Ford, in Indianapolis, IN is searching for an Express Lane Service Advisor to join our team. The ideal candidate is someone who possesses a winning combination of exceptional customer service, a strong understanding of automotive maintenance basics, and a proactive attitude towards problem-solving and teamwork.
RESPONSIBILITIES
- Greet customers as they arrive in the service lane, listen to their concerns, and assess their service needs. Provide friendly and professional assistance throughout the service process.
- Conduct vehicle inspections and consult service records to identify maintenance needs and recommend appropriate services based on manufacturer guidelines and customer preferences.
- Schedule service appointments for customers, ensuring efficient use of service resources and minimizing wait times. Coordinate with service technicians to optimize workflow and accommodate urgent service requests.
- Explain recommended services to customers, including the importance of maintenance tasks and any potential safety or performance benefits. Address customer questions and concerns, providing clear and accurate information.
- Identify opportunities to upsell additional services, such as fluid flushes, tire rotations, or filter replacements, based on vehicle condition and maintenance history. Communicate the value of these services to customers and assist with service package recommendations.
- Keep customers informed of service progress, delays, or additional recommendations throughout the service process. Provide timely updates via phone, email, or in-person communication, ensuring transparency and customer satisfaction.
- Work closely with service technicians, service managers, and other team members to ensure smooth service operations and exceptional customer experiences. Communicate effectively and collaborate to address customer needs and achieve service goals.
QUALIFICATIONS
- Genuine passion for serving customers and a commitment to delivering an exceptional experience.
- Excellent verbal and written communication skills are essential for effectively interacting with customers, explaining service recommendations, and collaborating with the service team.
- Basic understanding of automotive systems and maintenance procedures.
- Demonstrate strong problem-solving skills to address customer concerns, troubleshoot service issues, and find solutions that meet both customer needs and business objectives.
- Having a knack for salesmanship is beneficial for upselling additional services and promoting maintenance packages to customers.
- Detail oriented and should be able to manage multiple tasks simultaneously, prioritize workload effectively, and maintain a high level of accuracy and attention to detail
- Ability to thrive in a collaborative team environment, supporting their colleagues and working together to achieve common goals.
- Maintaining a professional demeanor is always crucial, whether interacting with customers, colleagues, or vendors. Including dressing appropriately, exercising discretion and confidentiality, and adhering to company policies and procedures.
- Proficient with using computer systems and software applications
- Demonstrate a willingness to learn and adapt to new technologies, processes, and best practices to stay ahead of the curve.
BENEFITS
- PTO & Vacation
- Paid Holidays
- Medical
- Dental
- Vision
- 401k with Company Match
- Life
- Disability
- Training
- Tuition Reimbursement
- Service Awards
- Career Advancement
ABOUT TOM WOOD GROUP
The Tom Wood Group is proud to be family-owned and locally operated for over 50 years. Since our start in 1967, the Tom Wood Group has grown outside of automotive to include many franchises with locations throughout the Midwest and New Zealand.
Our Core Values: Humbly Confident, Passionately Driven, Sincere Desire to Help Others, Uncompromising Integrity
Offers of employment are contingent upon successfully passing a background screening including a criminal background check, a review of motor vehicle record, verification of social security number, and passing a drug test at a certified testing facility. Tom Wood Group is an equal-opportunity employ
