Big O Tires - Service Advisor

Summary 

ASales Associateexemplifies professional integrity, strong teamworkskills, knowledge of automotive industry practices and procedures, and a passion forsales and delivering quality work, exceptional customer serviceand interpersonal communications, and exceeding business goals while supporting the management of daily business operations.A Sales Associate must exercise discretion and independent judgment with respect to matters that significantly impactbusiness operations.  

Essential Functions, Duties, and Responsibilities 

• Supportthe Store Manager in overseeing daily business operations, including scheduling, staffing, customer satisfaction, and workflow optimization.
• Provide legendary customer service and ensure customer satisfaction through professional and effective customer interactions and communications. This includes but is not limited to achieving high call conversion rates, correctly applying sales promotions and discounts, promoting financing options, ensuring quality repair services, conducting post-service follow-ups, obtaining positive customer reviews, and effectively resolving customer concerns and complaints promptly.
• Listento needsand provideknowledgeable advice and recommendations for automotive repair services.
• Promote automotive repair and maintenance services to customers by explaining service offerings, benefits, and pricing.
• Identifyupsell opportunities and recommend additionalservices or products to meet customer needs and increase sales revenue.
• Utilize promotional materials, special offers, incentives, and standard operating proceduresto encourage customers to book appointments and return for future service needs.
• Coordinate with automotive technicians and other staff to ensure timely, efficient, and accuratecompletion of appointments.
• Schedule service appointments based onavailability, service requirements, optimalworkflow, and maximum profitability.
• Follow up with customers to confirm appointments, remind them of upcoming service appointments, and address any scheduling changes or conflicts.
• Maintain accuratecustomer records, service histories, and appointment schedules in the company's database or management system.
• Process service orders, invoices, and payments accurately and efficiently.
• Ensure all services are completed efficiently, accurately, and in compliance with company, safety, and industry standards.
• Assistin analyzing and monitoringkey performance indicators (KPIs) to track shop performance and identifyareas for improvement.
• Assistwith controlling inventory levels, inventory shrinkages, business costs, and expenses, responsible use of P-Card, payroll management, injuryand damage claims, and more to support business objectivesand budgets.
• Acts as a key holder for the facility and successfully fulfills opening and closing procedures, including but not limited to nightly deposits, system close-out procedures, responding to alarms and security concerns after hours, and more.
• Assistwith analyzing, reducing, and minimizing workplace safety concerns, injuries, and damages through training, enforcement, and team compliance with OSHA and company safety policies, procedures, and industry best practices.
• Ensure test drives are conducted correctly and in accordance withcompany policy, procedures, safety best practices, and traffic laws.
• Maintain a clean, organized, and safe work environment in accordance withcompany policies and OSHA regulations.
• Stay current on industry trends, technology advancements, and regulatory changes affecting automotive repair and safety.
• Collaborate with the Store Manager and senior management to develop and execute business plans, directives, initiatives, programs, budgets, and more.
• Support Store Manager to foster a strong, inclusive, and cohesive team environment and culture to effectively value and develop employees, exceed business goalsand provide legendary customer service.
• Perform other duties as assigned.  

Supervisory Responsibilities 

• None 

Required Competencies 

• Strong senseof integrity.
• Excellent active listening skills.
• Excellent verbal and written communication skills.
• Excellent interpersonal, diplomacy, and customer serviceskills.
• Excellent salesskills.
• Extensive knowledge of the automotive industry, automotive repair, business acumen, finance principles, procedures, and best practices.
• Strong technical knowledge of automotive systems, diagnostics, and repair procedures.
• Excellent organizational skills and attention to detail.
• Excellent analytical, decision-making, and problem-solving skills.
• Excellent time management skills.
• Proficient with technology, computer, and software systems, including Digital Vehicle Inspections (DVI).
• Proficient in inventory and expense management.
• Ability to thrive in a high-paced sales environment.
• Ability to provide and receive constructive feedback.
• Ability to manage priorities, multitask, and complete objectiveswith minimal supervision.
• Ability to meet consistent attendance expectations. 

Required Education, Credentials, and Experience 

• Minimum age requirement of eighteen years.  
• An active and unrestricted driver’s license is required. 
• A high school diploma or equivalent is required; a bachelor’s degree in business management or a related field is a plus. 
• A minimum of oneyear of related experience is preferred. 
• Prior industry knowledge and/or experience is required. 

Work Authorization & Employment Eligibility 

• Must be legally authorized to work within the United States while employed by Leeds West Groups. 
• Successful completion of background check. 
• Successful completion of a Motor Vehicle Records (MVR) check and ability to maintaina clean driving record.  

Workplace Culture, Conduct, and Expectations 

In support of a positive, professional, safe workplace culture and environment, we adhere to a zero-tolerance policy for drugs, alcohol, weapons, violence, harassment, or discrimination in accordance withour company policies and employment laws, as applicable. Additionally, employees are expected to conduct themselves positively, respectfully, ethically, and professionally. 

Work Environment 

This job operatesin a fast-paced automotive retail and repair environment where employees are regularly exposed to indoor and outdoor climates and changing temperatures, automotive tools, equipment, fluids, and chemicals.  The proper enforcement and use of Personal Protective Equipment (PPE), adherence to uniform standards, and compliance with OSHA safe workplace standards are required. 

Physical Demands 

This position requires physical strength, agility, dexterity, and endurance to successfully perform the essential job functions in a demanding and dynamic environment.  

This position requires frequent standing, walking, bending, kneeling, stooping, crouching, crawling, reaching, driving, climbing, and other repetitive motions; frequentlifting and carrying heavy parts and equipment weighing up to 50 pounds or more; physical endurance to work long hours in a fast-paced environment, often under tight deadlines;precise hand-eye coordination and manual dexterity; and adequate vision, hearing and speaking abilities. 

Position Type/Expected Hours of Work 
This full-time, overtime exempt, onsite position requires at least 32hours per week. Business operations are Monday through Saturday and Sunday at various locations. Hours of operation and days of work may vary by location, business needs, and work schedules. This position regularly requires long hours and frequent weekend work.  

Travel 

This position requires up to 50% travel between local stores. Overnight travel requirements are less than 5% unless on a particular assignment. Travel and mileage reimbursements may apply, subject to Company policy.  

Equal Employment Opportunities 

Leeds West Groups providesequal employment opportunities to all employees and employment applicants without regard to race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity and expression, age, ancestry, citizenship, physical or mental disability, genetic information, marital status, veteran status, or any other classification protected by applicable local, state, or federal laws. 

Leeds West Groups meets all its obligations under the Americans with Disabilities Act and state and local disabilities laws. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of their jobs. For questions about the reasonable accommodationsprocess or to request a reasonableaccommodation, please contact Human Resources. 

Other Duties 

Please note that this job description is not designed to cover or containa comprehensive listing of the activities, duties, or responsibilities required ofthe employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.