Service Advisor

Job Purpose

• Service Advisor is the dealership's first-line customer-relations and service sales representative. The job encompasses the proper satisfaction of customer and vehicle related problems, meeting pre-determined service sales objectives, and thorough and accurate performance of designated administrative activities.

Working Relationship

• Report to the Service Manager with the Shop Foreman as immediate supervisor and technical resource.
• Work cooperatively with all departments and personnel particularly group leaders, other Service Advisors, and Shop Foreman.

Specific Responsibilities: Customer Relations

• Maintain a high level of grooming, hygiene, and uniform appearance.
• Conduct all business with sincerity, honesty, and genuine concern for customers.
• Promptly meet and greet service customers in a friendly and courteous manner.
• Listen to customer's reason(s) for bringing their vehicle to the Service Department.
• Offer logical diagnostic services or repairs to satisfy customer's concerns.
• Provide accurate estimates for all the services or repairs recommended.
• Handle minor customer complaints and/or misunderstandings with courtesy, tact, and in a manner that does not further aggravate problems. (LEA model - listen, empathize, act)
• Make policy adjustments within the guidelines and budgets established by management.
• Personally turnover to the Service Manager any customer with complaints that cannot be satisfied at the Service Advisor level.
• Answer incoming telephone calls promptly, courteously, and make every effort to satisfy the caller's inquiry.
• Maintain Customer Satisfaction Index rating at the required score.

Specific Responsibilities: Service Sales

• Sell the proper repairs and/or services responsive to customer's perceived needs.
• Vehicles not covered by "pre-paid" maintenance plans should be checked for any services that are recommended.
• Review and follow the "CIM" consumer interface management process
• Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guide.
• Give every customer an accurate estimate at same time the repair order is initially written.
• Obtain properly documented telephone approval for all add-on sales when customers are not at the dealership, to include warranty items discovered.
• Meet or exceed sales objectives set by management.
• Follow department policy in regards to the pricing strategy. This would include using "GRID" pricing on all repairs that require diagnosis. Maintenance operations are menu priced. Any deviation from the policy would require management approval.

Specific Responsibilities: Administration

• Properly, thoroughly, and legibly write repair orders for the categories of work designated by management.
• Separate and distribute repair order copies according to department policy.
• Maintain a Service Scheduling Form (route sheet) on a thorough, accurate, and continuous basis. Utilize the "time bucket" portion of the scheduling form to accurately schedule work by available time to sell.
• Maintain a good working relationship with the Group Leader. Keep in constant communication with the Group Leader as to the work load. Deal directly with the technician assigned to each job as it relates to diagnosis, status, and additional work. (up-sells)
• Make every effort to meet promise times. Inform customer of revised promise time if revision is necessary.
• Properly document repair order changes.
• Carefully inspect every finished repair order for proper completion, pricing accuracy, and legibility. Insure parts are charged out on correct line.
• Document flat rate time or other required time-keeping according to the Service Department and/or manufacturer's procedures.
• Maintain a record of carryover vehicles.
• Maintain a record of special order parts status.
• Administer sublet repair work for your group
• Review open RO list on a weekly basis with Service Manager
• Perform other specific administrative functions as directed by Service Management
• Understand and follow federal, state and local regulations, such as those governing the disposal of hazardous wastes, OSHA right-to-know, etc.
• Insure that all documents are accounted for.
• Schedule appointments in system so that appointments are spread out to allow for quality write-up information.
• Put necessary information into the appointment to allow the appointment to be rolled into an accurate repair order.
• Obtain and correct as necessary all customer and vehicle data.
• Test drive the vehicle or refer to a test technician as necessary.
• Provide estimates for labor and parts. If the cost of service cannot be established during reception, provide an estimate for diagnosis and contact customer later by phone for approval. Document on RO.
• Maintain follow-up program on additional items found in need of repair.
• Inspect all vehicles for damage and note same at the time of write-up.

Specific Responsibilities: Communication

• Provide additional vehicle problem/complaint information to the technical staff as needed.
• Maintain communications with the technical staff regarding job status changes. Promise times should be indicated on the repair order.
• Remain continuously posted on the group's work load to determine the kind of work the group can accommodate.
• Schedule an appointment at the time parts are ordered. Follow up on all parts that have arrived and appointment not kept.
• Confirm service appointments by telephone the day before the customer's scheduled arrival. Follow up on appointments not kept.
• Contact service customers when their vehicle's work is finished. All customer concerns and questions should be resolved before they arrive at the dealership. The final invoice amount should be discussed so there are no surprises at time of delivery. Customers should be updated throughout the day as to the status of their vehicle. (10,2,4)
• As part of the "active service delivery" all customers should be escorted to the cashier to go over the repair order to review what was done and answer any questions. A review of the next service due should be presented at that time to inform the customer of what the next service consists of and how much it will cost.
• Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers.

Ongoing Responsibilities

• Dependability. Complete tasks on schedule; accept accountability for work results.
• Safety. Understand and follow all safety rules and guidelines.
• Communication. Speak, read, and write well.
• Ability to learn. Learn and apply new information, tools and technologies without expending excessive resources or time.

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, rush jobs, or technical developments)

I have carefully read and understand the contents of this job description. I understand the responsibilities, requirements and duties expected of me. I also understand that this job description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate my employment at any time and for any reason, and the dealership has a similar right.