Service Advisor

Job Details

Job Location : Hilo, HI 96720

Position Type : Full Time

Salary Range : $4,000.00 - $10,000.00 Base+Commission/month

SUMMARY

Automotive service advisors greet customers, listen to their description of the problems or service needed, determine the type of service required, and prepare repair orders. A service adviser liaises between the customer, tech, and OEM to ensure consistent, accurate vehicle repairs and provide excellent customer service.

DUTIES include the following. Other duties may be assigned.

• Reviews client and vehicle data before arrival when possible.
• Greetings clients in a timely, friendly manner and obtains vehicle information. Writes up client's vehicle problems accurately and clearly on repair order. (Mandatory usage of dealerlogix if the dealer is currently using that platform.).
• Performs confirmation test drive with the customer to confirm concern and ensure accurate diagnosis.
• Advises clients on the care of their cars and the value of maintaining their vehicles following manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes "promised time".
• Obtains client's signature on repair order; provides the customer with a copy. Establishes client's method of payment.
• Checks on the progress of repair throughout the day. Contact the client regarding any changes in the estimate or promised time, explain cost and time requirements in detail, and get proper authorization before additional repairs occur.
• Ensure that we confirm the correct pay type during the write-up. If Service contact or warranty service, ensure that proper authorization is obtained for repairs.
• Ensure proper write-up during check-in including vehicle walk-around and presentation.
• Ensure that all repair orders are audited the day before for accuracy and that we are prepared for the next day.
• Implements and maintains a service marketing program. Ensure that the team is part of the Sales to Service Handoff.
• Review repair orders to ensure work is completed and additional work and authorization are noted. Closes repair order as appropriate. All repair orders must have a customer signature/authorization before any repairs.
• Ensures that vehicles are parked in assigned areas. Ensure they are locked, and all keys are marked and put away correctly.
• Keeps service department forms, menus, and pricing guides up to date. Explain completed work and all charges to the client.
• Maintain 1.8hour per repair order and $200overall ELR average.
• Implement a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards. Meets or exceeds CSI requirements by both the dealership and OEM.
• Handles telephone inquiries regarding appointments and work in process.
• Keeps up with all Manufacturer training, safety compliance training, OEM training, and security on a timely basis.
• Keeps work area clean.

MARGINAL DUTIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

Qualifications

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and/or EXPERIENCE

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

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 managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret technical instructions in mathematical or diagram form and deal with abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Factory certifications

Completes and remains current with all mandatory manufacturing, safety compliance, safeguards, and cybersecurity training.

Keeps a current driver's license with a clean driver’s abstract.

Physical Demands

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee is frequently required to stand, walk, use hands to finger, handle, or feel, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, and color vision.

Work Environment

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts, fumes or airborne particles, and outside weather conditions. The employee is occasionally exposed to wet and/or humid conditions. The noise level in the work environment is usually moderate.