Description

SUMMARY

Service Advisors greet customers, obtain a detailed description of the problems or services needed, determine the type of service required, and initiate repair orders. If a vehicle requires additional repairs not covered in the original repair order, an advisor should obtain an updated estimate to reflect the additional cost and obtain approval from the customer. Advisors also advise customers on other available services to properly maintain the vehicle to OEM specifications.

ESSENTIAL DUTIES

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

• Answer phone calls throughout the workday. Advise customers about necessary services for routine maintenance when instructed.
• Obtains customer and vehicle data prior to arrival when possible.
• Schedules service appointments.
• Greets customers in a timely, professional & friendly manner.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Confers with customers about inspection results, recommend corrective procedures, and prepare work order for needed and approved repairs.
• Inspects all vehicles for body work, informs customer if work is needed, and provides an estimate for body work.
• Writes a brief description of the customer's concern on the repair order to help the technician locate the problem.
• Determine warranty coverage per OEM specifications.
• Determine current Recalls/Campaigns needed per OEM specifications.
• Notifies dispatcher of incoming work.
• Prepares a repair order showing time, cost and labor estimates for services needed.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes “promised time.” Checks with dispatcher, if necessary.
• Follow status of work to ensure timely completion.
• 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.
• Handles customer complaints.
• Advises customers on the care of their vehicles and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Reviews repair orders to ensure that work is completed and additional work and authorization is noted.
• Implements a quality control process to eliminate comebacks.
• Review estimate to billable invoice to determine if estimate needs further updating.
• Explains the work performed and the repair order charges to the customer.
• Establishes customer's method of payment. Obtains credit approval, if necessary.
• Obtains customer's signature on repair order; provides customer with a copy.
• 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.
• Implements and maintains a service marketing program.
• Keeps service department forms, menus and pricing guides up-to-date.
• Maintains high customer satisfaction standards.
• Responsible to keep skills up to date with industry trends, emerging technologies, & dealer standards per OEM.
• Maintains a professional appearance.
• Keeps work area clean.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must be able to fulfill essential job functions in a consistent state of alertness and safe manner.

Requirements

QUALIFICATIONS

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

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.
• 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.

CERTIFICATES, LICENSES, REGISTRATIONS

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

PHYSICAL REQUIREMENTS

• Must be able to lift up to 50 lbs.
• Must have full body mobility (twisting, turning, bending)
• Must be able to stand for extended periods of time
• Regularly required to use fingers to operate keyboard, telephone.
• Regularly listens/speaks to customers and fellow employees in person or on the telephone.

WORK ENVIRONMENT

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