2nd Shift Service Advisor- Raleigh, NC

About the Role

Automotive Service Advisors greet customers, listen to their description of 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, advisors estimate the additional cost and contact the customer for permission to proceed. They also advise customers on other available services.

Schedule

Monday through Friday, 1:00 pm to 10:00 pm (2nd shift).

Responsibilities

• Answer phone calls throughout the workday.
• Advise customers about necessary service for routine maintenance.
• Confer with customers about inspection results, recommend corrective procedures, and prepare work orders for needed repairs.
• Prepare repair orders showing time, cost, and labor estimates for service.
• Write a brief description of the customer's concern on the repair order to help the technician locate the problem.
• Follow the status of work to ensure timely completion.
• Explain the work performed and repair order charges to the customer.
• Handle customer complaints.
• Schedule service appointments.
• Obtain customer and vehicle data prior to arrival when possible.
• Greet customers in a timely, professional, and friendly manner and obtain vehicle information.
• Refer to service history, inspect vehicles, and recommend additional needed service.
• Advise customers on vehicle care and the value of maintaining their vehicles according to manufacturers' specifications.
• Provide a complete and accurate written cost estimate for labor and parts.
• Establish “promised time” and check with dispatcher if necessary.
• Obtain customer's signature on repair order and provide a copy.
• Establish customer's method of payment and obtain credit approval if necessary.
• Notify dispatcher of incoming work and check on progress of repair throughout the day.
• Contact customers regarding any changes in estimate or promised time, explain cost and time requirements in detail, and get proper authorization before additional repairs.
• Implement and maintain a service marketing program.
• Review repair orders to ensure work is completed and additional work and authorization is noted.
• Close repair orders as appropriate.
• Ensure vehicles are parked in assigned areas, locked, and all keys are marked and stored correctly.
• Keep service department forms, menus, and pricing guides up-to-date.
• Implement a quality control process to eliminate comebacks.
• Maintain high customer satisfaction standards.
• Handle telephone inquiries regarding appointments and work in process.
• Inspect all vehicles for body work, inform customers if work is needed, and provide an estimate for body work.
• Maintain skills up to date with industry trends and emerging technologies.
• Maintain a professional appearance and keep the work area clean.

Requirements

• Associate's degree (A.A.) or equivalent from a two-year college or technical school; or six months to one year of related experience and/or training; or equivalent combination of education and experience.
• Bachelor's degree (B.A.) from a four-year college or university; or one to two years of related experience and/or training; or equivalent combination of education and experience.
• Two to four years of related experience and/or training; or equivalent combination of education and experience.

Skills

Language Skills

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees.
• 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 groups of managers, clients, customers, and the general public.

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• 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 apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certifications

• Automotive Service Excellence (ASE) Certifications
• Manufacturer Training
• Valid Driver's License

Physical Demands

• Standing: Frequently
• Walking: Frequently
• Sitting: Frequently
• Bending From Waist: Frequently
• Feeling, Fingering, Grasping: Frequently
• Pushing and Pulling: Frequently
• Climbing and Balancing: Occasionally
• Crouching, Crawling, Kneeling: Frequently
• Reaching Above Shoulder: Frequently
• Lift up to 10 lbs: Frequently
• Lift up to 33 lbs: Frequently
• Lift up to 50 lbs: Frequently
• Lift over 50 lbs: Occasionally

Work Environment

Service advisors work in a hands-on, fast-paced environment. They spend the majority of their time on their feet, requiring physical and mental stamina. The job can be somewhat stressful when dealing with difficult customers and challenging repair jobs. This position is primarily performed indoors but may require some outdoor work to inspect vehicles and communicate with Service Technicians.

Pay

$40,000–$83,200 per year.