Service Advisor

ESSENTIAL DUTIES

• To ensure excellent customer service, by providing accurate and effective advice to every customer.
• Service advisors are known as the liaison between the customer and service technicians.
• Schedule service appointments.
• Obtain customer and vehicle data prior to arrive when possible.
• Greet customers in a timely, friendly manner, and obtain vehicle information.
• Write up customer’s vehicle issues accurately and clearly on repair order.
• Test drive the vehicle with customer as needed to confirm the problem or refers to test technician.
• Refer to service history, inspect vehicle, and recommend additional needed service.
• Advise customers on the care of their cars and 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”.
• Check with dispatcher, if necessary.
• Obtain customer’s signature on repair order; provide customer with a copy.
• Establish customer’s method of payment. Obtain credit approval, if necessary.
• Notify dispatcher of incoming work.
• Check on the process of repair throughout the day.
• Contact customers regarding any changes in the estimate of promised time, explain cost and time requirements in detail, and get proper authorization before any additional repairs are performed.
• Close repair order as appropriate.
• Ensure that vehicles are parked in assigned areas. Make sure they are locked, and all keys are marked and put away correctly.
• Keep service department forms, menus, and pricing guides up to date.
• Explain completed work and all charges to customers.
• Implement a quality control process to eliminate comebacks.
• Handle telephone inquiries regarding appointments and work in process.
• Perform other job-related duties and responsibilities as may be assigned from time to time.

  ADDITIONAL RESPONSIBILITIES

  • Attend service meetings, if required.
  • Maintain professional appearance in accordance with the employee handbook.
  • Maintain a clean and professional work environment.
  • Expected to arrive to work on time and work assigned shift.
  • Conduct business in an ethical and professional manner.
  • Follow instructions from supervisor.
  • Interact effectively with co-workers.
  • Receives feedback from supervisor in a positive manner.

    QUALIFICATIONS

    • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
    • The employee is regularly required to sit, stand, and walk. Occasionally required to climb; and stoop, kneel, crouch or crawl.
    • The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
    • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
    • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
    • The noise level in the work environment is usually moderate.

      PRE-EMPLOYMENT SCREENING

      • Motor vehicle record.
      • Drug screen.
      • Background checks required.
      • The company reserves the right to review and change responsibilities, job duties, and/or skills at any time, with or without notice.
      • This job description is not a contract of employment.
      • The company is an equal opportunity employer.
      • It is our policy to provide equal employment opportunity (EEO) to all qualified persons regardless of race, color, religion, gender, national origin, age, disability, marital status, military status, genetic information or any other category protected by federal, state, and local laws.