SERVICE ADVISOR

Summary

Consult with customers regarding service needs.

Responsibilities

• Communicate directly with customers regarding vehicle service
• Schedule service appointments
• Ensure work is completed by service technicians in a timely manner
• Various other duties as assigned

Requirements

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data
• Design - Demonstrates attention to detail
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results
• Managing People - Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external)
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly

Qualifications

• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience

Supervisory Responsibilities

• Directly supervises eight non-supervisory service technicians in the service department
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Work Environment

• Occasionally exposed to work near moving mechanical parts
• Noise level is usually moderate

Physical Demands

• Regularly required to stand and talk or hear
• Frequently required to walk
• Occasionally required to sit