Service Advisor

Efficiently and effectively assists customers with repair and scheduled maintenance service requests. The advisor also consults customers on needed scheduled maintenance repairs. Reviews root cause and corrective repair action with the customer during vehicle delivery. Accurately maintain repair records, supporting promotional activities, monitoring labor inventory, complying with safety and environmental programs and practices, and any other duties as assigned.

REPORTING RELATIONSHIP

Service Manager

AUTHORITY

The Service Advisor receives sufficient authority from the Service Manager to perform the duties and responsibilities of the position effectively and profitably.

RESPONSIBILITIES

• Promote sales of labor and parts.
• Promote and maintain customer satisfaction.
• Maintain good working relationships within the Service Department and all other dealership departments.

TASKS

ESSENTIAL FUNCTIONS OF JOB

Employees must perform the following

Daily

• Maintain service reservation schedule.
• Process after-hours drop-off vehicle information.
• Greet customers in a positive, timely manner.
• Promote sales of labor, parts and accessories to meet customer needs.
• Review vehicle history file. Physically inspect vehicle with customer to verify complaints, wants and needs. Record customer observations as stated.
• Determine cause of malfunction; use function test, test drive or refer to test technician; as necessary.
• Record clear instructions to technicians; specify labor operations required.
• Provide written estimate for labor and parts, provide diagnostic estimate if necessary.
• Provide customer with estimated time of completion.
• Establish method of payment with customer; obtain customer signature on repair ticket.
• Discuss alternate transportation needs with customer.
• Follow progress of repair work throughout day. discuss any changes with customer and record on repair order.
• Notify customer when service/repair is completed and vehicle can be picked up.
• Maintain and update vehicle history files and follow-up system for additional needed service, repair and warranty work.
• Resolve customer problems and complaints as necessary in a timely manner.

Additional Responsibilities of Job

• Report to management as requested on the status of customer vehicles.
• Maintain current knowledge of repair techniques, improvements, additional products and their applications.
• Know and understand and practice the federal, state and local laws which govern automotive vehicle service centers.
• Perform other duties as assigned and/or requested.

QUALIFICATIONS

• A minimum of two years sales experience is preferred.
• Technical knowledge of dealership’s products; including estimating experience with evaluative diagnostic capabilities is helpful.
• Ability to identify, comprehend and act on changing customer requirements; ability to work well under pressure of deadlines.
• Administrative skills for appropriate record keeping for customer vehicles.
• Possess good customer relations abilities, polite and courteous manner, cooperative attitude, team oriented.
• Ability to bend, stoop, and reach.
• High School diploma or equivalent.
• Maintain a valid driver’s license, ability to drive a variety of vehicle types, insurable.

WORKING CONDITIONS

The Service Advisor moves throughout the service areas (offices, shop and dispatch); some of these areas are not generally air conditioned or heated. He or she may be required to spend substantial time on the service drive meeting with customers and writing up repair orders. The Service Advisor will follow the progress of each vehicle and notify customers of completed jobs, recommending additional work or delays. This may require meeting with customers to resolve problems or complaints. This job may also require standing, bending, stooping and moving to perform the job. Road testing of vehicles, with or for customers, in city and freeway traffic in all weather conditions, is required. Evening, holiday and weekend work hours may be required.