Service Advisor

Job Details Job Location: Bob Johnson Buick GMC LLC - Rochester, NY 14626 Position Type: Full Time Salary Range: $60,000.00 - $80,000.00 Salary/year Job Category: Automotive

The Bob Johnson Automotive Group of Rochester provides a rare blend of outstanding leadership and a culture that is distinctively customer service-oriented. We offer you a professional working environment with continuous training and performance excellence as a team member of one of the most successful auto groups in New York

Summary: We are looking for a personable service advisor to act as the liaison between our customers and service technicians. The service advisor's responsibilities include greeting customers, listening to requests, scheduling appointments, estimating costs, writing effective repair orders, and documenting technicians’ notes and the work they performed. The service advisor will ensure customer service by working with customers to determine their vehicle issues and problems, determining the repair timeline, and working with technicians to convey the customers' concerns with accurate repair descriptions.

Duties and Responsibilities of a Service advisor - (other duties and responsibilities may be assigned)

• 1. Clock in on time according to your schedule.
• 2. Greets all customers entering the service area with a friendly, upbeat attitude, answers their questions, and directs them to the appropriate person or location.
• 3. Controls service traffic flow and parking.
• 4. Advises customers about necessary service for routine maintenance.
• 5. Maintains a clean and safe service drive area, free of dirt, water, leaves, snow, etc.
• 6. Confers with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs.
• 7. Makes key tags for vehicles.
• 8. Prepares a repair order showing time, cost and labor estimates for service.
• 9. Writes a brief description of the customer's concern on the repair order to help the technician locate the problem.
• 10. Explains the work performed and the repair order charges to the customer.
• 11. Handles customer complaints
• 12. Schedules service appointments.
• 13. Refers to service history, inspects vehicle, and recommends additional needed service.
• 14. Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• 15. Provides a complete and accurate written cost estimate for labor and parts.
• 16. 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.
• 17. Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate.
• 18. Maintains high customer satisfaction standards.
• 19. Handles telephone inquiries regarding appointments, work in process, and any other customer inquiries.
• 20. Maintains a professional appearance.

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

• No prior experience or training.
• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• 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.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• 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

Valid Driver's License

Environmental conditions include circumstances of weather, heat, cold, rain and snow

Physical Activity

While performing the duties of this job, the employee is (occasionally/frequently/regularly) required to:

• Stand
• Walk
• Sit