Job Description

At Kia on Atlantic, we are seeking a highly motivated and customer-focused Service Advisor to join our team. In this role, you will be responsible for delivering exceptional customer service, coordinating service appointments, and ensuring that all repair work is completed on time and to the highest standards. You will be a key point of contact for our customers, ensuring that their needs are met and exceeded while driving customer satisfaction and loyalty.

Compensation & Benefits: In addition to competitive pay, we offer a comprehensive benefits package, which includes:

• Health, Dental, and Vision Insurance
• Life and Disability Insurance
• Health Savings Account (HSA)
• 401(k) with company match
• Paid Time Off (PTO)
• Tenure Bonuses
• Employee Discount Programs
• Referral Programs
• Professional work environment with job training and advancement opportunities

Key Responsibilities:

• Greet customers promptly and provide timely, professional service.
• Go above and beyond traditional methods to ensure customer satisfaction and loyalty.
• Offer excellent customer service by actively listening to customer inquiries, identifying their needs, addressing concerns, and suggesting additional services when appropriate.
• Provide accurate cost estimates and completion time for services, ensuring customers are informed of service charges and timelines.
• Communicate service status updates with customers and ensure they are informed throughout the repair process.
• Coordinate activities to guarantee repairs are completed correctly the first time and on schedule.
• Obtain written approval from customers for all repair orders and any additional sales.
• Inspect all finished repair orders to ensure accuracy, proper completion, and pricing.
• Meet or exceed sales goals, including add-on sales.
• Ensure that the company’s Customer Satisfaction Index (CSI) expectations are met or exceeded.
• Ensure each vehicle is delivered to the customer in perfect condition.
• Identify repeat customers and first-time customers, ensuring tailored service for each.
• Proactively contact customers to remind them of scheduled service appointments and upcoming maintenance needs.
• Answer incoming calls promptly, courteously, and make every effort to resolve inquiries and satisfy customer requests.
• Document any changes to repair orders accurately.
• Review and discuss service repairs with customers to prevent any surprises regarding costs and ensure transparency.
• Address and resolve any customer concerns or issues related to service follow-up.

Qualifications:

• Previous experience in a customer service role, preferably in the automotive or related industry.
• Strong communication and interpersonal skills.
• Ability to multitask and handle high-volume customer interactions.
• Strong problem-solving skills and attention to detail.
• A proactive and customer-focused approach to service delivery.
• Ability to work in a fast-paced environment and manage competing priorities.