Service Advisor- Raleigh, NC

Automotive Service Advisor

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 include answering phone calls throughout the workday, conferring with customers about inspection results, preparing repair orders, writing a brief description of the customer's concern, explaining the work performed, handling customer complaints, scheduling service appointments, greeting customers in a timely, professional and friendly manner, referring to service history, inspecting vehicles, advising customers on the care of their cars, providing a complete and accurate written cost estimate, establishing promised time, obtaining customer's signature on repair order, establishing customer's method of payment, notifying dispatcher of incoming work, checking on progress of repair, implementing and maintaining a service marketing program, reviewing repair orders, ensuring that vehicles are parked in assigned areas, keeping service department forms up-to-date, implementing a quality control process, maintaining high customer satisfaction standards, handling telephone inquiries, inspecting all vehicles for body work, keeping skills up to date with industry trends, maintaining a professional appearance, and keeping work area clean.

Qualifications include an associate's degree 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. A bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience is also required. Two to four years related experience and/or training; or equivalent combination of education and experience is preferred.

Language skills include the ability to read and interpret documents, write routine reports and correspondence, speak effectively before groups, read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations, write reports, business correspondence, and procedure manuals, and effectively present information and respond to questions.

Mathematical skills include the ability to add, subtract, multiply, and divide in all units of measure, compute rate, ratio, and percent, draw and interpret bar graphs, calculate figures and amounts, apply concepts of basic algebra and geometry.

Reasoning ability includes the ability to apply common sense understanding, deal with problems involving several concrete variables, solve practical problems, interpret instructions, define problems, collect data, establish facts, draw valid conclusions, and interpret technical instructions in mathematical or diagram form.

Certificates, licenses, and registrations include Automotive Service Excellence (ASE) Certifications, manufacturer training, and a valid driver's license.

Physical demands include standing, walking, sitting, bending, feeling, fingering, grasping, pushing, pulling, climbing, balancing, couching, crawling, kneeling, reaching above shoulder, lifting up to 10 lbs., lifting up to 33 lbs., lifting up to 50 lbs., and lifting over 50 lbs.

Work environment includes a hands-on, fast-paced environment, physical and mental stamina, dealing with difficult customers and challenging repair jobs, and some outdoor work to look at vehicles and speak with Service Technicians.