Service Advisor

QUALIFICATIONS OTHER Ability to read and comprehend instructions and information. Professional personal appearance. Excellent communication skills. Ability to meet company's production and quality standards. The ability to speak Spanish. ADP/CDK proficient. PHYSICAL REQUIREMENTS SURROUNDINGS spend time indoors in air-conditioned areas. spend time outdoors in a shop setting. SITTING on a regular basis STANDING on a regular basis WALKING on a regular basis BENDING, TWISTING AND/OR STOOPING on a regular basis KNEELING AND/OR SQUATTING on a regular basis LIFTING over 50 lbs infrequently REACHING AND/OR LIFTING OVERHEAD on a regular basis CLIMBING stairs REPETITIVE HAND/FINGER MOVEMENT on a regular basis GRASPING/GRABBING WITH HANDS on a regular basis PUSHING AND PULLING on a regular basis EXPECTATIONS GENERAL EXPECTATIONS Devote himself/herself to insuring satisfaction to customers. Determine daily and monthlyrequirements by asking questions and listening. Attend company meetings as required. Maintain a follow-upproficiency with written and carried over repair orders. Maintainpersonal performance goals that areset with company standards of productivity and devise a strategy to meet those goals. Review and analyze actions at the end of each day, week, month andto determine how to best utilize time and plans most effectively. Understand the terminology of the business and keep abreast of technology changes in products and services. Know and understand the federal, state and local requirements which govern the company’s business. Follow lawful directions from supervisors. Understand and follow work rules and procedures. Participate in performance management. Interact well with others and be a positive influence on employee morale. Uphold the company’s non-disclosure and confidentiality policies and agreements. Workweekendwork hours as required. JOB-SPECIFIC EXPECTATIONS Determine costs and completion date. Communicate expected repair time to customer. Analyze progress to maximize efficiency and maintain high quality of repairs. Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources. Prior to the closing of a repair order, ascertain the correct part numbers on repair orders,appropriate parts pricing and labor. Correctly and accurately describe customer concern on the repair order (CCR). Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction. Produce accurate estimates for internal repairs. Adhere to procedures for timely and proficient dealing of warranty items such as correct complaint. cause and remedy (CCR). Become familiar and proficient with all phases of the computer system needed for service writing, developing and maintaining the skills required. Start and finalize repair orders for warranty, customer paid, and internal repair. Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty. Be polite and friendly and greet customers promptly at there vehicle on the service drive. Conduct telephone transactions courteously, and quickly. Provide excellent customer service for all customers whether external and internal. Sell supplementary services by notifying the customer of any additional work that is needed on their vehicle. Notify customers promptly regarding any delays, changes, or additional work that is required. When repeat repairs are presented, give special attention as needed to make sure the issue is corrected. Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate. #J-18808-Ljbffr