Description

SUMMARY

Automotive Service Advisors greet customers, listen to their description of the problems or service needed, determine the type of service required, and prepare repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and telephone the customer for permission to do the work. They also advise customers on other available services.

ESSENTIAL DUTIES

Essential Duties include the following. Other duties may be assigned.

· Advises customers about necessary service for routine maintenance.

· Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.

· Ensures proper multi-point vehicle inspection is completed for every vehicle.

· Confers with customers about inspection results, recommend corrective procedures, and prepare work order for needed repairs.

· Prepares a repair order showing time, cost and labor estimates for service.

· Writes a brief description of the customer's concern on the repair order to help the technician locate the problem.

· Explains the work performed and the repair order charges to the customer.

· Handles customer complaints.

· Greets customers in a timely, friendly manner and obtains vehicle information.

· Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.

· Refers to service history, inspects vehicle and recommends additional needed service.

· Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.

· Provides a complete and accurate written cost estimate for labor and parts.

· Establishes “promised time.” Checks with dispatcher, if necessary.

· Obtains customer's signature on repair order; provides customer with a copy.

· Establishes customer's method of payment. Obtains credit approval, if necessary.

· Notifies dispatcher of incoming work.

· Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.

· Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate.

· Ensures that vehicles are parked in assigned areas. Makes sure they are locked, and all keys are marked and put away correctly.

· Keeps service department forms, menus and pricing guides up to date.

· Implements a quality control process to eliminate comebacks.

· Maintains high customer satisfaction standards.

· Inspects all vehicles for body work, informs customer if work is needed, and provides an estimate for body work.

· Maintains a professional appearance.

· Keeps work area clean.

· Keeps current on all training requirements, such as GM training, Compliance training and other training as assigned by manager.

· Sets a good example by maintaining a healthy work demeanor and cooperating with other managers and fellow employees in a positive spirit of teamwork. Represents Puklich Chevrolet positively when out in the community.

MARGINAL DUTIES

Marginal Duties include the following. Other duties may be assigned.

· Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.

· Handles telephone inquiries regarding appointments and work in process.

Requirements

SUPERVISORY RESPONSIBILITIES

None

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate degree (A. A.) or equivalent from two-year college or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience. Software experience helpful, such as Photoshop, Excel, etc.

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 of organization.

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.

REASONING ABILITY

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 or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

· Automotive Service Excellence (ASE) Certifications

· Manufacturer Training

· Valid Driver's License

· Good Driving Record

PHYSICAL DEMANDS/WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

· Refer to the Physical Demands & Work Environment worksheet.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PAY GRADE – TBD

OPPORTUNITIES FOR ADVANCEMENT 

· Service Dispatcher/Quality Control Manager

This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned.