Service Advisor

Qualifications MUST PROVIDE a 3‑year Texas Motor Vehicle Record (MVR) Ability to read and comprehend instructions and information Professional personal appearance Excellent communication skills Ability to meet company's production and quality standards Physical Requirements Spend time indoors in air‑conditioned areas 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 Repetitive hand/finger movement on a regular basis Grasping/grabbing with hands on a regular basis Pushing and pulling on a regular basis Expectations Devote oneself to ensuring customer satisfaction Determine management, production and quality requirements by asking questions and listening Attend company meetings as required Maintain a follow‑up system that encourages completion of assigned projects Establish personal performance goals consistent with company standards and devise a strategy to meet them Review and analyze actions at the end of each day, week, month, and year to better utilize time and plan more effectively Understand the terminology of the business and keep abreast of technology changes in products and services Know and understand federal, state and local requirements governing 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 Work evening, weekend and holiday 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 Diagnose problems correctly and accurately describe those problems on the repair order Work with the service department manager to establish and maintain an effective and proficient service department with excellent customer satisfaction Be available to aid technicians as appropriate if they have trouble completing service work Produce accurate estimates for customer and internal repairs Provide cashier transactions when needed Adhere to procedures for timely and proficient handling of warranty items, including correct storage and labeling Become familiar and proficient with all phases of the computer system needed for parts and service management, 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, showing empathy and a pleasant attitude to increase customer satisfaction and loyalty Be polite, friendly and greet customers promptly Conduct telephone transactions courteously and quickly Provide excellent customer service for all customers, both external and internal Sell supplementary services by notifying customers of service specials or additional work needed on their vehicle Notify customers promptly regarding any delays, changes, or additional work required When repeat repairs are presented, give special attention as needed to ensure the issue is corrected Do not make commitments to customers that cannot be met or are unlikely to be met; communicate to keep expectation levels appropriate #J-18808-Ljbffr