Richard Anderson
Daytona Beach,FL
Summary
Dynamic Service Advisor with extensive experience at Indian Motorcycle Daytona Beach, excelling in vehicle diagnostics and customer relationship management. Proven track record in enhancing customer satisfaction through effective communication and technical expertise. Skilled in parts ordering and warranty management, consistently achieving high service quality and operational efficiency.
Overview
26
26
years of professional experience
Work History
Service Advisor
Indian Motorcycle Daytona Beach
Daytona Beach, Florida
12.2019 - 06.2023
- Coordinated with technicians to ensure timely completion of service orders and adherence to quality standards.
- Maintained service department workflow by managing repair order status and ensuring timely updates for customers.
- Educated customers on vehicle maintenance and service recommendations to enhance their understanding and satisfaction.
- Managed warranty claims by verifying eligibility and coordinating with manufacturers for timely resolution.
- Supported sales initiatives by promoting service packages and special offers to enhance customer loyalty.
- Collaborated with the parts department to ensure timely availability of required components for repairs.
- Promptly responded to customer inquiries via phone, email or in person.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Prepared invoices for services rendered and collected payments from customers.
- Greeted customers and addressed their needs in a professional manner.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Upsold additional products or services when appropriate.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Service Advisor
Seminole Harley Davidson
Sanford, FL
10.2017 - 10.2019
- Diagnosed automotive issues by analyzing customer symptom descriptions and conducting thorough inspections.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Verified warranty and service contract coverage through detailed examination of records and documentation.
- Developed accurate estimates by calculating costs of materials, supplies, labor, and deductibles.
- Prepared repair orders by documenting symptoms, identified problems, and required services; secured customer approvals.
- Fostered strong customer relationships by clarifying estimates and expected vehicle return timelines.
- Maintained comprehensive automotive records by documenting identified problems and planned corrective actions.
Service Advisor
Space Coast Harley Davidson
Palm Bay, FL
01.2016 - 10.2017
- Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules.
- Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
- Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.
- Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system.
- Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
- Maintains automotive records by recording problems and corrective actions planned.
Service Manager
Off Lease Only
Orlando, FL
01.2015 - 01.2016
- Spearheaded full-scope service operations including assigning work to technicians, tracking hours, scheduling customers' repair jobs, hiring personnel (technicians, lot porters, detailers, inventory associates), and terminating under-performing staff if necessary.
- Championed cost-effective operations at the highest-volume store with the fewest service-based complaints.
- Ordered parts to complete required repairs while ensuring alignment with budget limitations.
- Delegated and seamlessly coordinated movement of vehicles to dealerships for warranty repairs.
- Maintained high levels of organizational efficiency by posting and tracking all vehicles dispatched for service.
- Applied solid leadership talents toward monitoring work performance of 90 employees, providing constructive feedback, and enforcing adherence to strict quality, safety, and environmental policies and procedures.
Owner
Bangtail Custom Cycle
Ashville, NY
01.1997 - 01.2011
- Directed all aspects of daily business operations encompassing customer service and satisfaction, budgeting, marketing, goal setting, forecasting, advertising, SOP development, staff scheduling, safety & regulatory compliance, and project management.
- Hired, trained, managed, scheduled, and motivated a cohesive and quality-focused team of up to 15.
- Swiftly and diplomatically resolved customer issues to consistently achieve exceptional satisfaction levels, vital to maximizing repeat and referral business.
- Proactively held regular staff meetings to discuss issues and to formulate strategies for optimal operations.
- Established and enforced pricing policy to balance volume, customer loyalty, and business expenses.
- Diligently monitored and adjusted inventory to minimize obsolescence.
Skills
- Vehicle inspection and technical diagnostics
- Parts ordering and warranty management
- Customer education and relationship management
- Mechanical aptitude
Timeline
Service Advisor
Indian Motorcycle Daytona Beach
12.2019 - 06.2023
Service Advisor
Seminole Harley Davidson
10.2017 - 10.2019
Service Advisor
Space Coast Harley Davidson
01.2016 - 10.2017
Service Manager
Off Lease Only
01.2015 - 01.2016
Owner
Bangtail Custom Cycle
01.1997 - 01.2011