Summary
Overview
Work History
Education
Skills
Timeline
Generic

Matthew Grazulis

West Mifflin,PA

Summary

Dynamic Senior Master Level Subaru Service Advisor with a proven track record at #1 Cochran Subaru of Monroeville, excelling in customer service and complaint resolution. Leveraging strong communication skills and vehicle assessment expertise, consistently achieved high customer satisfaction ratings while enhancing service workflow efficiency and driving sales through effective upselling strategies.

Overview

14
14
years of professional experience

Work History

Senior Master Level Subaru Service Advisor

#1 Cochran Subaru of Monroeville
10.2024 - 04.2025
  • Assisted customers with service inquiries, providing accurate information and fostering positive relationships.
  • Coordinated service appointments, optimizing schedule efficiency and minimizing customer wait times.
  • Communicated with technicians to ensure thorough understanding of service needs and timely vehicle repairs.
  • Educated customers on maintenance services and product offerings, promoting informed decision-making.
  • Resolved customer complaints effectively, ensuring satisfaction and loyalty through attentive support.
  • Supported team members in daily operations, contributing to a collaborative work environment.
  • Implemented process improvements that increased service workflow efficiency and client satisfaction levels.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
  • Maintained detailed records of customer interactions, enhancing data accuracy for future reference.
  • Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Enhanced customer satisfaction by providing timely and accurate service recommendations.
  • Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.

Service Advisor

Fike Chevrolet Jeep
09.2011 - 08.2014
  • Assisted customers in identifying vehicle issues and recommended appropriate service solutions.
  • Coordinated service appointments, ensuring optimal scheduling for customer convenience and operational efficiency.
  • Provided detailed explanations of service recommendations to enhance customer understanding and satisfaction.
  • Maintained accurate records of customer interactions and service history using dealership management software.
  • Collaborated with technicians to facilitate timely repairs, improving turnaround times and workflow efficiency.
  • Addressed customer inquiries and concerns promptly, fostering positive relationships and repeat business opportunities.
  • Educated customers on vehicle maintenance best practices, contributing to enhanced vehicle performance and longevity.
  • Implemented feedback mechanisms to identify areas for service improvement, supporting overall dealership growth objectives.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Enhanced customer satisfaction by providing timely and accurate service recommendations.
  • Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
  • Created and maintained detailed database to develop promotional sales.
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
  • Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
  • Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
  • Streamlined appointment scheduling for improved efficiency and increased daily appointments.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
  • Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Senior Master Level Subaru Service Advisor

Bowser Subaru
02.2015 - 10.2024
  • Assisted customers in scheduling service appointments and addressing inquiries regarding vehicle maintenance.
  • Provided detailed explanations of service recommendations to enhance customer understanding and satisfaction.
  • Coordinated with technicians to ensure timely completion of services, improving workflow efficiency.
  • Maintained accurate records of customer interactions and service history for future reference.
  • Utilized dealership management software to track repairs, orders, and inventory levels effectively.
  • Educated customers on vehicle care practices, fostering long-term relationships and loyalty.
  • Supported marketing efforts by promoting service specials and follow-up communications with clients.
  • Resolved customer complaints promptly, ensuring positive experiences and repeat business opportunities.
  • Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
  • Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
  • Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Streamlined appointment scheduling for improved efficiency and increased daily appointments.
  • Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
  • Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Senior Master Level Subaru Service Advisor

Budd Bear Subaru
08.2014 - 02.2015
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Trained new personnel regarding company operations, policies and services.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded proactively and positively to rapid change.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Cross-trained and backed up other customer service managers.
  • Implemented and developed customer service training processes.
  • Investigated and resolved accounting, service and delivery concerns.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Managed timely and effective replacement of damaged or missing products.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Sought ways to improve processes and services provided.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.

Education

General Studies

Community College of Allegheny County
Pittsburgh, PA

General Studies

California University of Pennsylvania
California, PA

Diploma - General Studies

Canevin Catholic High School
Pittsburgh, PA
06.1993

Skills

  • Customer service
  • Computer skills
  • Multitasking and organization
  • Vehicle assessment
  • Strong work ethic
  • Listening skills
  • Attention to detail
  • Excellent communication
  • Service estimates
  • Service recommendations
  • Team player mentality
  • Handling customer complaints
  • Complaint resolution
  • Price quoting
  • Service scheduling
  • Goal-oriented mindset
  • Customer relationship management
  • Team collaboration
  • Client rapport
  • Data entry
  • Customer retention
  • Warranty claims process management
  • Records maintenance
  • Clerical support
  • Service order flow
  • Sales expertise
  • Conflict resolution
  • Preventive maintenance coordination
  • Customer consulting
  • Bill preparation
  • Relationship building
  • Reporting and documentation
  • Customer relations
  • Teamwork and collaboration
  • Understanding customer needs
  • Work prioritization
  • Calm and professional under pressure
  • Service upselling
  • Sales and upselling
  • MS office
  • Inbound call management
  • Professional telephone demeanor
  • Sales closing
  • Service standard compliance
  • Product knowledge
  • Sales quota achievement
  • Calm under pressure
  • Policies and procedures adherence

Timeline

Senior Master Level Subaru Service Advisor

#1 Cochran Subaru of Monroeville
10.2024 - 04.2025

Senior Master Level Subaru Service Advisor

Bowser Subaru
02.2015 - 10.2024

Senior Master Level Subaru Service Advisor

Budd Bear Subaru
08.2014 - 02.2015

Service Advisor

Fike Chevrolet Jeep
09.2011 - 08.2014

General Studies

Community College of Allegheny County

General Studies

California University of Pennsylvania

Diploma - General Studies

Canevin Catholic High School

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Matthew Grazulis