Service Advisor

Responsibilities:

Ensure clients are informed throughout the service experience from initial contact to vehicle handover
Conduct comprehensive inspections and thorough check-in processes for customer vehicles, identifying and reporting any damage or visible wear
Check in new vehicles and document transport damage on PDI vehicles, ensuring accurate notation on the Bill of Lading (BOL) and processing through internal channels for proper documentation
Manage and facilitate loaner agreements, coordinating rental vehicle requests for customers as needed, including arranging Lyft rides for convenience
Uphold the Customer Satisfaction Index (CSI) KPI as a fundamental aspect of our operations, actively ensuring that customers are delighted with the quality of service provided
Review and revise work orders after technicians and detailers complete their tasks, guaranteeing accurate documentation and precise time punches in alignment with corresponding labor operations
Promptly address and correct any warranty claim rejections within the established timeframe to maintain operational efficiency and customer satisfaction
Responsible for acquiring customers signatures for service authorization and service invoice via DocuSign and collecting payment for customer pay repairs
Explanation of invoice to customers of repairs preformed to ensure correct understanding of completed work and that all concerns have been address to customer satisfaction
Greets incoming service clients, answer and direct phone calls, answer client questions, and take messages as needed
Ensure that work done meets Lucid’s exacting standards before vehicles are returned to clients – act as the last QC step
Other duties as assigned
Qualifications:

2-5 years previous automotive experience and training in a Service Advisor or Front of House customer facing role
Excellent interpersonal skills with a compassionate and patient demeanor
Problem-solving and creative thinking skills
Ability to articulate and document details to ensure smooth workflow
Ability to tailor and explain automotive terminology and concepts to customers across varying levels of automotive knowledge
Proficiency in computer applications such as Microsoft Office as well as learn proprietary DMS software
Full-time, including weekends or extended hours during busy periods
Willingness to complete Lucid provided CPR training post hire
Valid driver’s license with no suspensions within the past year.   Drivers under 21 must have maintained a Driver’s License for a minimum of 3 years and successfully complete Lucid Training upon hire