Service Advisor

Service Advisor

The Service Advisor is responsible for delivering a five-star resort dealership experience, keeping in mind that our customer’s perspective comes first.  This individual presents a friendly, professional greeting to customers and helps identify, confirm and offer resolution to customer concerns.  The Service Advisor has a sincere desire to serve our customers.  This individual finds and communicates additional repair and service needs to customer based on vehicle inspection.   Serves as the communicator between customer and technician; ensuring the customer’s needs are understood by the technician and the needed and recommended service/repairs are understood by the customer.

The Service Advisor is supervised by the Service Manager. 

Responsibilities

• Answer incoming telephone calls in a friendly and professional manner in accordance with Incoming Telephone Calls standards (ITC).
• Follow the Initial Customer Contact (ICC) process.
• Greet customers in a friendly and professional manner.
• Identify, confirm and offer resolution to customer concerns.
• Communicate with customer what needs to be done, how much it will cost and when service will be complete.
• Assess customer needs by conducting a vehicle walk around.
• Attain agreement from customer for service needs.
• Offer a multi-point inspection.
• Write accurate repair orders using CDK system.
• Follow the Interim Customer Contact (ICC2) process.
• Provide estimates that are accurate and support upfront pricing guarantee.
• Obtain approval to review findings of multi-point inspection and associated prices.
• Obtain approval to proceed with Additional Service Requests.
• Dispatch repair orders to technicians following department dispatch policy and utilizing cost control methods.
• Communicate with technicians to gain clear understanding of services required and/or performed.
• Follow-up with customer during repair/servicing of vehicle so they are aware of status.
• Follow the Customer Delivery (CD) process.
• Receive and process cash or credit payment for all services performed.
• Upon completion of service promptly and professionally deliver vehicle to customer.
• Ensure the Sales 2 Service process is completely thoroughly by welcoming the customer and explaining what we will provide them.

Skills and Qualifications

• Strong attention to detail 
• Sense of urgency
• Excellent communication 
• Typing – ability to type efficiently in order to enter repair orders.
• Mathematics – calculating service costs and counting change.
• Basic computer skills
   
   

Competencies

• Does the right thing, takes action and adapts to change
• Self-motivates, believes in accountability, focuses on results, makes plans and follows through
• Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
• Thrives on a team, stays positive, lives our values

Physical Demands 

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

• Up to 2/3 of time: standing, walking, driving vehicle, move, lift, 
• Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing
• Up to 1/3 of time: transport or place up to 50 pounds

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

NOTE:  This is not necessarily an exhaustive list of responsibilities, skills, or working conditions associated with the job.  While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed.