Service Advisor Ford

Description

ESSENTIAL JOB FUNCTIONS:

1. Accurately completes all paperwork related to the service needs of the customer.

2. Quickly and professionally determines the primary requirement of the customer for their vehicle and the time required to complete the work.

3. Maintains a CSI/QCP rating at or better than region average or as defined by manager on a regular and consistent basis.

4. Routinely tracks customer's vehicle brought into the shop for service and follows-up with the customer by telephone or in person (if customer is waiting) on the status of their vehicle.

5. Follows all federal, state and local regulations regarding OSHA guidelines, safety requirements and consumer vehicle awareness. Obeys all state, federal and Department of Motor Vehicles laws and regulations, adheres to all Company policies, procedures and ethical standards and established industry guidelines.

6. Clearly and concisely answers telephone inquires of customers, vendors and co-workers.

7. Continually organizes pending repair orders and other related paperwork in a standard filing system available for immediate reference and retrieval.

8. Safely drives vehicles on pre-established evaluation routes.

9. Physically, visually and auditorily inspects vehicles, identifies any additional technical work required plus any defects, flaws, blemishes and damage either on the exterior or interior.

Requirements

• Oversee service orders and flow of Drive Lane. Ensure that customers receive prompt, courteous, and effective service.
• Take ownership of the customer's experience by carrying out those additional assignments that allow the dealership to leave a positive impression with the customer.
• Provide concierge support for all owner inquiries, whether phone or in person, to assure the customer does not get mishandled.
• Ensure the daily inventory of technicians' time is consistently sold to service customers.
• Distribute work between technicians efficiently.
• Answer technical questions about vehicle problems, warranties, services, and repairs.
• Maintain Customer Success Index at or above company standards.
• Assist in diagnosing vehicle problems, order parts and tools as necessary.
• Oversee administration of warranty claims as well as training and supervising of service department.
• Reinforces company policies and adheres to company standards.
• Encourages compliance with applicable laws and regulations.
• Maintain good working relationship with factory(s) and foster positive employee relations.