Service Advisor – Highline/Luxury Division at Key Cars Auto Group – Milford, Connecticut

Company Overview

Genesis of Milford is a premier luxury automotive dealership dedicated to delivering an unparalleled ownership experience. We pride ourselves on our state-of-the-art facility, elite team of certified technicians, and a clientele that expects nothing but the best. We are currently seeking a highly motivated, polished, and experienced Service Advisor to join our team and act as the primary liaison between our clients and our world-class service department.

Position Summary

As a Highline Service Advisor, you are the face of our service department. You will be responsible for building strong relationships with our clients, understanding their vehicle's needs, and providing expert recommendations. The ideal candidate will possess a deep understanding of luxury automotive service, exceptional communication skills, and a relentless commitment to customer satisfaction. You will manage the client’s service journey from the initial greeting to the final delivery, ensuring every touchpoint meets our luxury brand standards.

Key Responsibilities

- Client Experience and Relationship Management
- Promptly and professionally greet clients upon their arrival in the service drive, ensuring a welcoming and luxurious atmosphere.
- Conduct comprehensive vehicle walk-arounds with the client, documenting initial concerns, noting vehicle condition, and identifying potential service needs.
- Active listening: Carefully listen to and document client concerns to ensure accurate communication with the technical team.
- Maintain continuous communication with clients regarding the status of their vehicle, including prompt updates on diagnostic results, repair estimates, and estimated completion times.
- Achieve and maintain top-tier Customer Satisfaction Index (CSI) scores as defined by the manufacturer and dealership.

Service Operations and Sales

- Translate client concerns into clear, detailed, and actionable Repair Orders (ROs) for the technicians.
- Consult with clients on necessary repairs and maintenance, explaining technical information in a clear, understandable, and consultative manner without high-pressure tactics.
- Generate accurate and transparent estimates for parts and labor, securing client approval before any work commences.
- Review vehicle history and manufacturer recommendations to advise clients on preventative maintenance and upsell appropriate services ethically.
- Coordinate with the parts department to ensure necessary components are available and ordered promptly.

Administration and Delivery

- Maintain accurate and detailed records of all client interactions, repair orders, and invoices within the Dealer Management System (DMS).
- Coordinate alternative transportation, including managing our fleet of luxury loaner vehicles, valet services, or rideshare options for clients.
- Perform a thorough quality check of the vehicle prior to client pickup (ensuring it is washed, vacuumed, and all repairs are complete).
- Conduct a comprehensive delivery process, reviewing the invoice, explaining the work performed, and scheduling the next service appointment.

Qualifications and Requirements

- Experience: Minimum of 2-3 years of experience as a Service Advisor, with prior experience in a highline or luxury automotive dealership strongly preferred.
- Customer Service Excellence: A proven track record of maintaining high CSI scores and delivering white-glove customer service.
- Technical Knowledge: Strong understanding of automotive systems, maintenance schedules, and warranty procedures.
- Software Proficiency: Experience with Dealertrack and Xtime.
- Communication: Exceptional verbal and written communication skills; ability to explain complex technical issues to non-technical clients.
- Professionalism: A polished, professional appearance and demeanor suitable for a luxury retail environment.
- Valid driver’s license with a clean driving record.

Compensation and Benefits

Competitive Compensation: Aggressive pay plan including base salary plus a highly rewarding commission/bonus structure based on gross profit and CSI performance.
Health & Wellness: Comprehensive Medical, Dental, and Vision insurance.
Financial Security: 401(k) retirement plan with company match.
Work-Life Balance: Paid time off (PTO), paid holidays, and a schedule that promotes work-life balance.
Professional Development: Paid manufacturer training and certification programs to advance your career.
Perks: Employee discounts on vehicles, parts, and services.