SERVICE ADVISOR

Service Advisor

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

Duties and Responsibilities

General:

• Maintain Customer Satisfaction Index rating at least comparable to that of the manufacturer, zone or branch average.
• Maintain a dealership-prescribed standard for "hours per customer repair order written."
• Understand and follow federal, state and local regulations such as those governing the disposal of hazardous wastes, OSHA right-to-know, etc.
• Ensure that all documents are accounted for.
• Accomplish the forecast that has been established by the general manager and service manager.

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-approved forms.
• Assign sequence numbers to each customer's repair order.
• Communicate with service customers to determine the nature of the mechanical problem(s).
• Obtain customer and vehicle data.
• Test-drive the vehicle or refer to the technician as necessary.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications, using maintenance menus (if applicable).
• Lift the hood of every vehicle and look underneath for potential additional revenue.
• If additional work is needed, explain the details to the customers, including the additional costs and time consideration.
• 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.
• 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 customer's method by payment.
• Establish "time promised". Check with person responsible for work distribution, if necessary.
• Obtain customer's signature on 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 process and appointments.
• Compare final invoice with original repair order.
• Analyze quality control report.
• Deliver vehicle to customer and answer any questions.
• Maintain follow-up program on additional items found in need of repair.
• Keep Quick Pricing Guide, Signals Checklist, Maintenance Menus, and other service department forms up-to-date.
• Be responsible for quality control, to ensure that work is completed as requested and to reduce comebacks.
• Inspect all vehicles for body work, notify the customer that the work is needed, and provide an estimate or referral to a body shop.

Qualifications

High school diploma or the equivalent. Have the ability to read and comprehend instructions and information. Two years of dealership experience preferred. General knowledge of vehicle mechanical operations. ASE certifications preferred. Possess professional personal appearance and have excellent oral and written communication skills.

Working Conditions

The Service Advisor works in the service lane and in the service office. The position requires stooping, bending, and moving throughout the service department. Works with service customers of most of the shift. S/he will be exposed to noise, vibration, dust, exhaust fumes, and other hazardous and nonhazardous materials. Road-testing of vehicles may be required.