Service Advisor

Job Description

Job Description

Job Summary:

The Service Advisor is responsible for scheduling service work in the service department and selling additional service to customers.

Essential Job Duties and Responsibilities: (Additional duties as assigned)

General:

• Maintain Customer Satisfaction Index rating within the top 10% of group.
• Maintain a dealership assigned standard for “hours per customer repair order written”.
• Ensure that all documents are accounted for.
• Sell at least 100% of available hours per day.
• It is your responsibility to support and endorse dealership policies and procedures set forth by dealership management and manufacturer standards.

Customer-related:

• Greet customers in a timely, friendly manner. Let customers who are waiting in line know that they will be helped soon.
• Schedule appointments using dealership DMS
• Communicate with service customers to determine the nature of the mechanical problems and provide all available information to technicians on repair order.
• Refer test-drives to technicians.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with the manufacturers’ specifications, using maintenance menus (if applicable).
• If additional work is needed, explain the details to the customer, including the additional cost and time considerations.
• Indicate on repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders must be legible.
• Notify team leader of upcoming work.
• Provide estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later, by phone, for approval.
• Establish each customer’s method of payment.  Obtain approval of credit, if necessary.
• Establish “time promised” and check with person responsible for work distribution if necessary.
• Obtain customer’s signature on each repair order; provide customer with a copy.
• Follow up progress of each repair order during the day.  Contact customers by telephone regarding any changes in the estimate or time promised. Record changes on repair order in approved fashion.
• Handle telephone inquiries regarding work in progress and appointments.
• Ensure quality check in problem vehicles.
• Be available to answer any questions at vehicle delivery.
• Maintain follow-up program on additional items found in need of repair.
• Inspect each completed repair order hard copy carefully. Make sure repair order is completed and properly priced before closing out (includes flagging of repair orders).
• Operation and failure code of all warrant claims in computer.
• Get approval for all internal work.
• Perform active delivery.
• Call all Special Order Part customers daily.
• Inform customers of all warranty and non-warranty work.
• Keep advisor area clean.
• Get customer approval before work is performed and document approval with time and date.
• Wear name tags and uniform.
• Get manager’s approval for all non-warranty, good will, and rental vehicles.

Required Experience and Education:

• High School Diploma or General Educational Diploma (GED).
• One year dealership experience preferred.

Additional Requirements: 

• Valid New York State Driver License.

Required Skills and Attributes:

• Strong interpersonal and communications skills.
• Ability to prioritize and organize work in a multitasked environment.
• Excellent verbal and written communication skills.
• Attention to detail.
• Strong organizational skills including the ability to manage multiple tasks and details simultaneously.
• Ability to work productively in a fast paced, stressful environment.

Equipment, Machines and Software Used:

• Computer software:  Microsoft Office to include Word, Outlook, Excel, and CDK.

Physical and Mental Requirements:

• Ability to sit, stand, walk, talk, hear, use hands to point, grasp, handle or feel, push, pull, reach, crouch, bend, kneel, climb, and perform repetitive motions of the hands and/or wrists.
• Will stand and move throughout the dealership facility (lot, showroom, service department, offices) for most of the shift.  

Physical Exertion:

• Exerts up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently to lift, carry, push, pull, or otherwise move objects.
• Light exertion can involve sitting, walking and/or standing most of the time.

Environmental Conditions:

• Work is performed in a dealership setting (lot, showroom, service department and offices). 
• Occasional weekend and evening hours are required.

Hazards and Safety Precautions:

• Hazards: Slips, trips and falls, ergonomic injuries, and occasional lifting.
• Safety Precautions:   Breaks are encouraged to allow for stretching and training is provided covering slips, trips, and falls, safe lifting and stretching techniques.

• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the employee(s) occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
• The dealership reserves the right to add to or revise an employee's job duties at any time at its sole discretion.
• This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.