Job Description

Hendrick Volkswagen of ConcordLocation: 7500 Hendrick Auto Plaza NW, Concord, North Carolina 28027

We are seeking Experienced Service Advisors to join Hendrick Automotive Group!

As the first point of contact for our clients in the service department, Service Advisors play an integral role in representing our commitment to EXCEPTIONAL customer service and automotive care. This position is based in Concord, North Carolina at Hendrick Volkswagen - ranked amongst Top 25 U.S. dealerships for 2024 on Reputation.com! An ideal candidate should have knowledge in the automotive industry (preferably with German auto manufacturers such as Volkswagen/Audi) to advise customers on vehicle maintenance, recommend warranty protections and potential cost savings, schedule service appointments, and provide accurate repair estimates for labor/parts.

• Rewarding performance based pay plans and bonuses
• The Best Dealership Facilities in the Area
• Service Advisor Onboarding Program
• College Scholarship Program
• 401(k) with Company Match
• Largest privately owned auto group in the country, GREAT career growth potential
• Paid Medical - NO COST Employee Healthcare and Prescription Plan
• Generous paid time off/vacation and sick days
• Basic Life Insurance
• NO COST Employee Assistance Program
• 100% Paid Training
• Comprehensive employee recognition/rewards programs
• Hendrick Automotive Group is a back-to-back winner of Automotive News' Best Dealerships to Work For Award
• Successful Team approach with Doing Business the Right Way Focus

Job Responsibilities:

In this role, you will serve as the vital link between customers and our service technicians, ensuring a seamless and positive service experience. Your automotive knowledge, combined with your customer service skills, will drive customer satisfaction and loyalty for our dealership's success.

• Greet customers warmly and listen carefully to understand their vehicle concerns and service needs.
• Explain repair procedures clearly, providing accurate auto estimates and recommended services.
• Upsell additional maintenance or repair services based on customer needs and vehicle diagnostics.
• Manage service writing, including documenting work orders, parts, labor, and vehicle history, updating repair statuses, and handling transactions professionally.
• Coordinate with technicians to prioritize repairs and ensure timely completion of services.
• Collaborate with the parts department to order necessary components promptly for repairs or maintenance tasks.
• Process payments efficiently while maintaining accurate financial records.
• Maintain ongoing communication with customers regarding repair status, additional recommendations, and vehicle readiness.
• Promote dealership services proactively to maximize customer satisfaction and retention through effective sales techniques.
• Ensure all service documentation complies with company policies and industry standards.
• Stay informed about the latest automotive technologies and repair procedures to provide expert advice.
• Follow up with customers post-service to ensure satisfaction and promote future business.

Pre-Qualifications

• Valid Driver's License.
• College Degree, High School Diploma, or equivalent.
• Proven dealership experience as an Automotive Service Advisor or similar role within an automotive environment with a strong understanding of automotive diagnostics and repair procedures.
• Knowledge of Volkswagen/Audi brand standards is a plus.
• Familiarity with a wide range of automotive repair work including transmissions, oil changes, tire services, alignments, suspension work, brake repairs, and diesel engine diagnostics.
• Demonstrated ability in upselling services while maintaining excellent customer service standards including honesty and transparency with customers.
• Mechanical knowledge complemented by hands-on experience as a service technician or mechanic is highly desirable.
• Excellent communication skills with the ability to explain technical issues clearly to customers of all backgrounds.
• Familiarity with automotive software and service writing processes (Reynolds & Reynolds is a plus).
• Excellent customer service skills with the ability to communicate technical information clearly and professionally.
• Ability to process payments accurately and responsibly.

Essential Skills:

• Excellent communication, problem-solving, and organizational skills.
• Ability to upsell services and products.
• Ability to work in a fast-paced environment.
• Ability to use a computer and other office equipment.
• Ability to work in a safe and professional manner.

Attendance Expectations:

The position requires regular and predictable attendance. Scheduled shifts may include evening hours, weekends, and holidays.

Physical Demands:
While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; and sit. May be exposed to load noise, vibration, exhaust fumes, and other service repair conditions.

Environment Demands:
Duties are generally performed in the service area. Responsibilities may include conducting road tests on customer vehicles. Work includes inspection of customer vehicles and frequent movement around the Service Department to convey information between customers and service technicians. Frequently interacts with customers, service manager and service technicians, and employees from various departments in the dealerships.

Apply Now:

• Please submit your information and our recruiting team will be in touch shortly!

• Pay Range: up to $150,000 per year (commission pay structure based on job performance).

To perform the job successfully, an individual should demonstrate the company's core values of Servant Leadership, Teamwork, Integrity, Commitment to Customer Enthusiasm, Passion for Winning, Accountability at All Levels, and Commitment to Continuous Improvement.

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf