Service Advisor- Raleigh, NC

Description HOURS M-F, 1:00 pm to 10:00 pm (2nd shift) FUNCTION Automotive Service Advisors greet customers, listen to their description of the problems or service needed, determine the type of service required, and initiate repair orders. If a vehicle requires additional repairs not covered in the original order, the advisors estimate the additional cost and contacts the customer for permission to do the work. They also advise customers on other available services ESSENTIAL DUTIES (Other duties may be assigned. Must be able to fulfill essential job functions in a consistent state of alertness and safe manner.) Answer phone calls throughout the workday. Advises customers about necessary service for routine maintenance when instructed. Confers with customers about inspection results, recommend corrective procedures, and prepare work order for needed repairs. Prepares a repair order showing time, cost and labor estimates for service. Writes a brief description of the customer's concern on the repair order to help the technician locate the problem. Follow status of work to ensure timely completion. Explains the work performed and the repair order charges to the customer. Handles customer complaints. Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible. Greets customers in a timely, professional & friendly manner and obtains vehicle information. Refers to service history, inspects vehicle, and recommends additional needed service. Advies customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications. Provides a complete and accurate written cost estimate for labor and parts. Establishes “promised time.” Checks with dispatcher, if necessary. Obtains customer's signature on repair order; provides customer with a copy. Establishes customer's method of payment. Obtains credit approval, if necessary. Notifies dispatcher of incoming work. Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed. Implements and maintains a service marketing program. Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate. Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly. Keeps service department forms, menus and pricing guides up-to-date. Implements a quality control process to eliminate comebacks. Maintains high customer satisfaction standards. Handles telephone inquiries regarding appointments and work in process. Inspects all vehicles for body work, informs customer if work is needed, and provides an estimate for body work. Responsible to keep skills up to date with industry trends and emerging technologies. Maintains a professional appearance. Keeps work area clean. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. QUALIFICATIONS The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience. Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Two to four years related experience and/or training; or equivalent combination of education and experience. LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL

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