Service Advisor

Service Advisor

The Service Advisor is responsible for service sales and gross profit, and for proper handling of service customers. By his/her actions, the Service Advisor influences the volume of service business and plays a key role in ensuring customer satisfaction.

Responsibilities:

• Greet every service customer in a friendly, professional and courteous manner
• Acknowledge every service customer within 10 seconds after entering service aisle or waiting in driveway
• Use prescribed service tools in a manner that will increase customer satisfaction and service sales
• Menus must be presented to each customer
• Determine customers repair needs through a series of open-ended questions and write a repair order to correct customers concerns
• Check each vehicle that arrives for service for open recalls
• Keep customers appraised as to progress or completion of repairs
• Prepare and track all repair orders written on a daily basis.
• On occasion solicit repair approval with extended warranty companies
• Perform active delivery with each customer on completed repairs, including educating the customer on specific repairs/services performed, determining customers level of satisfaction, informing the customer about CSI survey and exceeding his/her expectations of the service visit
• Calculate all non-warranty/extended warranty repair estimates
• Take numerous telephone inquiries on a daily basis and convert these to appointments if possible
• Answer phones promptly and in a courteous manner
• Offer customers shuttle service to work/home
• Shuttle vehicles from the bullpen to service aisle for customer pick up
• Schedule and monitor progress of sublet repairs, if necessary
• Conduct research (vehicle history) and callbacks from the automated phone system
• Perform all other duties as assigned

Qualifications:

• At least one year of experience in an automotive repair facility
• General mechanical skills
• Excellent communication skills both in writing and in person
• Professional personal appearance

Hours: Monday-Friday 7:30am - 5:30pm