Experienced Truck Shop Service Advisor

Summary

A Service Advisor is responsible for the communication between the customer and service team. The Service Advisor is accountable for development of positive customer relationships through consistent communication and exceptional customer service.

Essential Duties

• Effectively communicate with customers relating to warranty claims
• Maintain warranty schedules and post warranty credits
• Advise customers about necessary service for routine maintenance
• Identify mechanical problems by questioning the customer or doing a visual inspection or road test
• Confer with customers about inspection results, recommend corrective procedures, and prepare work order for needed repairs
• Prepare a repair order 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
• Explain the work performed and the 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, friendly manner and obtain vehicle information
• Test drive the vehicle with customer as needed to confirm the problem or refer to test technician
• Identify and recommend additional needed service
• Provide advice on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications
• Provide a complete and accurate written cost estimate for labor and parts
• Establish “promised time”
• Contact dispatcher if necessary
• Notify dispatcher of incoming work
• Check on progress of repair throughout the day
• Contact customers regarding any changes in the estimate or promised time, explain cost and time requirements in detail, and get proper authorization before any additional repairs are performed
• Implement and maintain a service marketing program
• Review repair orders to ensure that work is completed and additional work and authorization is noted
• Closes repair order as appropriate
• Maintain high customer satisfaction standards
• Handle telephone inquiries regarding appointments and work in process
• Inspect all vehicles for body work, inform customer if work is needed and provide an estimate for body work
• Other tasks as assigned

Additional Service Advisor Qualifications

• Ambition to provide outstanding customer service
• Ability to interact effectively with others in difficult situations
• Competence in written and verbal communication
• Desire to learn and willingness to evolve customer focus processes
• Proficiency with computers and new software
• High School Graduate or GED
• Valid Driver's License

Bergy's is an Equal Opportunity Employer