Service advisor

Looking for someone that has Dealership experience as a Service Advisors. This position requires greeting customers, listen to their description of the problems or service needed, determine the type of service required to prepare repair orders.

Job Responsibilities :

• Ensures that someone is always physically posted at the Service Counter and readily available to communicate with customers who call or walk in.
• Politely and professionally greets customers.
• 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.
• 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.
• Schedules service appointments.
• 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.
• Ensures all work requested is authorized by the payer or his appointed representative before work is begun.
• 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.
• Implements and maintains a service marketing program.
• 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.
• Handles telephone inquiries regarding appointments and work in process.
• Check voicemails throughout the day and return calls within a 24 hour time frame.
• Inspects all vehicles for body work, informs customer if work is needed and provides an estimate for body work.
• Helps in conjunction with all other staff, ensures the security of our client’s vehicle and property by applying protocols that are specific to his or her post.
• Maintains a professional appearance.
• Keeps work area clean.
• Performs other duties as assigned.

Qualifications :

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

Last updated : 2024-08-03