Service Advisor

SUMMARY

• AUTOMOTIVE SERVICE ADVISORS greet customers enthusiastically and with a handshake. Actively listen to their description of the problems or service needed while maintaining eye contact to determine the type of service required and prepare repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and contact the customer for permission to do the work. They also advise customers on other available services.
• ESSENTIAL DUTIES
• Essential Duties include the following. Other duties may be assigned.
• Advises customers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Uses the MPI form and confers with customers about inspection results, recommend corrective procedures, and prepare work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Writes a brief clear concise description of the customer's concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints or involves Mgt when needed.
• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Runs a service comm on every repair order, checking for recalls, warranty contracts and if valid not cancelled and lastly warranty eligibility and in service dates.
• Test drives the vehicle with customer as needed to confirm the problem or refer to technician.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes “promised time.” Checks with team lead, if necessary.
• Obtains customer's signature on repair order; provides customer with a copy.
• Establishes customer's method of payment. Obtains credit approval, if necessary.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed and makes all notations or approvals on repair order using proper boxes.
• Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Ensures repair order is in proper order and has all attachments and print out needed. Closes repair order as appropriate.
• Maintains high customer satisfaction standards Tier 2 at minimum.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for body work, informs customer if work is needed, and provides an estimate for body work if requested.
• Immediately report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers.
• Comply with all company policies as required. i.e.: Meal and rest period policy, timekeeping, etc. Please refer to the Employee Handbook for further detail.
• Complete all required HR training videos.
• Complete all required certification courses respective to position.
• Maintain a valid driver’s license and immediately inform management of any changes in its status.
• Maintain a professional appearance. i.e.: a high level of personal grooming, hygiene, and uniform appearance. See Employee Handbook for more detail.
• Keeps work area clean and tidy.

MARGINAL DUTIES

• Other duties may be assigned.

BENEFITS

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Vacation (after 1 year of employment)
• Paid Sick time
• 401(k)

QUALIFICATIONS

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.

EDUCATION and/or EXPERIENCE

• Two to four years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

• Automotive Service Excellence (ASE) Certifications
• Service Advisor ASE
• Manufacturer Training
• Valid Driver's License

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE: This is not an exhaustive list of responsibilities, skills, duties, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job , the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs, or technology developments).