Service Advisor

Assists customers with repair and scheduled maintenance service requests. Helps to ensure the vehicle is fixed right the first time by accurately documenting the customer concern on the repair order. The advisor also consults customers on needed scheduled maintenance repairs. Reviews root cause and corrective repair action with the customer during vehicle delivery. Assists the Service Manager, maintains accurate repair records, supports promotional activities and complies with safety and environmental programs and practices, other duties as assigned.

Qualifications

Education

High school diploma or the equivalent.

Licenses

Driver's License

Other

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

Surroundings

move throughout the company facility for most of the shift.

spend time outdoors in the weather and elements.

spend time indoors in air-conditioned areas.

Sitting

infrequently

Standing

on a regular basis

for prolonged periods

Walking

on a regular basis

for prolonged periods

Bending, twisting and/or stooping

on a regular basis

Kneeling and/or Squatting

on a regular basis

Lifting

Less than 10 lbs

infrequently

Reaching and/or lifting overhead

infrequently

Climbing

stairs

Repetitive hand/finger movement

on a regular basis

Grasping/grabbing with hands

on a regular basis

Pushing and Pulling

infrequently

Expectations

General Expectations

Greets all customers promptly; provides timely professional service.

Answers incoming telephone calls promptly, courteously, and makes every effort to satisfy the callers inquiry.

Listen to customer inquiries and requests, asking questions to identify service needs, resolving customer concerns and sell additional services when appropriate.

Speak clearly, concisely, and effectively.

Obtains the customers written approval on all repair orders at the time of the write-up or when closing additional add-on sales.

Ensures high quality service and repairs are provided to every customer and customer receives prompt response or status of repairs.

Documents repair order changes.

Review service repair orders and their associated charges to ensure accuracy.

Estimates cost and completion time/settles customer accounts.

Coordinates activities to ensure repair work is fixed right the first time and completed on time.

Maintains open communications with technical staff regarding job status changes.

Departs from traditional ways of doing things as appropriate to ensure maximum customer satisfaction and loyalty.

Delivers the right car in perfect condition every time.

Job-Specific Expectations

Inspects every finished repair order for proper completion, pricing accuracy, and legibility.

Maintains a clean, professional environment.

Understand the terminology of the business and keep abreast of technology changes in products and services.

Builds productive working relationships with fellow employees through clear communications.

Follow lawful directions from Managers.

Understand and follow work rules and procedures.

Interact well with others and be a positive influence on employee morale.

Uphold the companys non-disclosure and confidentiality policies and agreements.

Work evening, weekend and holiday work hours as required.

Attend company meetings as required.

Ability to properly read and understand Fords OASIS system to determine customers coverage for repairs & maintenance.

Never sells repairs or maintenance to customers that the customer does not need at this time.

Shifts priorities and goals as work demands change.


Maintains composure and courtesy in dealing with customers and fellow employees.

Identifies and supports opportunities for methods/process improvement.

Uses computer systems to look up customer's service history, schedule appointments, enter repair order information, and manage information.

References existing manuals, publications, and other written documents to obtain needed information.

Provides additional vehicle information to technicians as needed.

Explains technical information about repairs to customers.