Service Advisor

General Expectations

Devote himself/herself to insuring satisfaction to customers.

Determine management, production and quality requirements by asking questions and listening.

Attend company meetings as required.

Maintain a follow-up system that encourages follow through with assigned projects.

Establish personal performance goals that are consistent 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, and year to determine how to better utilize time and plans more 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.

Work evening, weekend and holiday work 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 start of a repair job, ascertain the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.

Diagnose problems correctly and accurately describe those problems on the repair order.

Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction.

Be available to aid technicians as appropriate if they have having trouble completing service work.

Produce accurate estimates for wreck and internal repairs.

Provide cashier transactions when needed.

Adhere to procedures for timely and proficient dealing of warranty items such as 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 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.

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 service specials or 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.