Service Advisor

Location: Porsche Fort Wayne, 5809 Illinois Road, Fort Wayne, IN, 46804

Summary

The Service Advisor is responsible for communicating with customers about their vehicle repair needs and relaying information to the Service Technicians. The duties include greeting customers and helping them determine repairs and relevant costs, maintaining up-to-date knowledge about their employer's range of services, and contacting customers to update them about their vehicle's repair status.

Duties and Responsibilities

The Service Advisor is accountable for performing the duties and responsibilities described below. The list, however, is not necessarily an exhaustive description of the duties and responsibilities associated with the job. The Service Advisor also performs other duties and responsibilities as needed.

• Greet customers and address their concerns to an available technician.
• Consult with technicians about needed repairs and alternatives that can be offered in place of expensive repairs.
• Answer customer questions about service outcomes and consult with technicians when necessary.
• Inform customers about potential cost savings and warranty protections.
• Assist customers with deciding to fix their car through the dealership's shop or trading the vehicle in.
• Oversee and manage the service center's scheduling and workflow.
• Inform customers of changes in service or when their vehicle is ready to be picked up.
• Utilize all available information to ensure proper resolution of problems.
• Understand and comply with federal, state, and local regulations, such as safety requirements, hazardous waste disposal, OSHA, Right-to-Know, etc.
• Establish and maintain good working relationships with customers to encourage repeat and referral business.
• Provide accurate time and cost estimates.
• Collect the necessary information pertaining to the request before processing the order.
• Ensure that customer complaints are handled tactfully, promptly, with genuine concern, and according to the dealership's guidelines.
• Take the initiative to exceed customer satisfaction, even if it requires overcoming obstacles.
• Provide clear and legible records for both customer and dealership use.
• Follow up with customers to ensure satisfaction.
• Strive to communicate effectively with customers as well as employees.

Education and Experience Requirements

The education and experience requirements listed below are representative of the knowledge, skill, and ability required to perform the primary duties and responsibilities successfully.

• Education: Minimum of High School degree or equivalent preferred.
• Experience: Two years experience in an auto repair or parts facility preferred.

Physical and Work Demands

The physical and work demands listed below are representative of the demands on the job required to perform the primary duties and responsibilities successfully. Reasonable accommodations may be provided to enable the Service Advisor to perform the primary duties and responsibilities.

What You'll Do

• Greet customers and assist with their service needs.
• Provide clear communication between customers and technicians.
• Ensure an efficient and seamless service experience.