Service Advisor

Summary: 

• Sells and schedules needed service work in the service department.

Essential Duties:  

• Schedules service appointments.  Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Writes up customer’s vehicle problems accurately and clearly on repair order.
• Test drives the vehicle with customer as needed to confirm the problem or refers 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 manufacturer’s 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.  Contact 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.
• Explains completed work and all charges to customers.
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for body work, informs customer if work is needed, and provides an estimate for body work.
• Supervises all cleaning and prepping of new and used vehicles.
• Keeps work area clean.

Marginal Duties: 

• Maintains a professional appearance.
• Other duties may be assigned.

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:

• Bachelor’s degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Skills and Abilities:

• 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.
• 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.
• 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:

• Valid driver’s license.

Physical Demands:

• While performing the duties of this job, the employees is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.  The employee frequently is required to walk.  The employee occasionally required to sit.  The employee must regularly lift and/or move up to 50 pounds and frequently lift and/or move up to 100 pounds.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment:

• While performing the duties of this job, the employee is frequently exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; risk of electrical shock; and vibration.  The employee is occasionally exposed to wet and/or humid conditions.  The level of noise in the work environment is usually moderate.