Assistant Service Advisor - Ford of Crestview

At Step One Automotive, we are committed to an environment where the customer is always treated with respect and dignity. Our team members are our most valuable resource and growth is encouraged through diligence, teamwork & creativity. Above all, there is the highest standard of honesty and integrity when conducting business. Find out why we are a step above the rest! Apply today! The Automotive Assistant Service Advisor supports the service team by assisting advisors with daily operations, enhancing customer communication, and ensuring efficient workflow in the service drive. This role plays a key part in managing Express Lane services while also handling follow-up communication and vehicle service contract (VSC) authorizations. The position is customer-focused, ensuring a positive service experience from initial contact through completion. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. **Duties/Responsibilities:** - Assist Service Advisors with customer interactions, including vehicle check-in, status updates, and follow-up communication - Manage and coordinate Express Lane services to ensure timely, efficient processing and customer flow - Greet customers promptly in a friendly, professional manner and obtain accurate vehicle and service information on the drive - Perform a thorough vehicle walkaround with the customer, documenting any existing damage and measuring tire tread depth - Help identify customer concerns through questioning and basic visual inspection; clearly document concerns on repair orders to support technician diagnosis - Provide complete and accurate written estimates for labor and parts, and explain recommended services and maintenance based on manufacturer guidelines - Handle vehicle service contract (VSC) authorizations, including submitting claims and communicating with providers - Maintain proactive communication with customers, including daily updates on repair progress, changes in estimates, and completion timelines - Obtain proper authorization for any additional repairs and clearly explain associated costs and time requirements - Conduct outbound follow-up regarding service status, declined services, and post-visit satisfaction - Explain completed work and repair order charges to customers during delivery; perform active delivery and assist with customer checkout - Schedule service appointments and gather customer and vehicle information prior to arrival when possible - Maintain accurate and detailed records in the dealership management system, including documenting all customer communication - Verify and update customer information (contact details, vehicle data, license plate) while safeguarding all customer information - Communicate effectively with technicians, parts, and dispatch to ensure timely and accurate repairs; notify dispatch of incoming work - Monitor repair progress and help ensure workflow efficiency within the service drive - Ensure vehicles are properly parked, secured, and keys are correctly labeled and stored - Keep service and Express Lane materials, menus, and pricing guides current and organized - Handle incoming phone inquiries regarding appointments and repair status - Maintain a clean, organized work area and support overall department organization - Uphold high standards of customer satisfaction and identify opportunities to improve retention and service experience - Be available to work scheduled shifts, including some Saturdays as required - Perform other duties as assigned **Required Skills/Abilities:** - Excellent organizational skills and attention to detail. - Ability to solve practical problems and deal with a variety of concrete variables in situations. - Ability to prioritize tasks and to del…