Service Advisor - Mgr

Essential Duties include the following:

Greets and assists customers with questions or requests in a prompt, pleasant and professional manner both in person and over the phone.

Listens to customers’ concerns and offers appropriate diagnostic services or repair to satisfy concerns, such as visual inspection or road testing vehicle to verify repair needs.

Provides accurate estimates for all services or repairs recommended; consults with technicians, parts personnel, or outside vendors in order to clarify any questions or to gather pricing information.

Sells the proper repairs and/or services responsive to the customers perceived needs.  Strives to meet or exceed sales objectives set by management.

Advises customers on the care of their vehicle and the value of vehicle maintenance in accordance with manufacturers’ specifications.

Creates repair orders, schedules service appointments and contacts customers for additional authorization as required.

Keeps in constant communication with Technicians regarding repairs and work load in order to maintain a proper flow of repair orders and services to be completed.  Notifies customers of any changes in estimate or promised time. Contacts third party (e.g., warranty company) for authorization as required.

Coordinates with Parts Department and outside vendors to obtain needed parts for services.

Completes service delivery when repairs are completed and customer returns to dealership.  Explains repair order in detail and answers any questions or concerns the customer may have.

Handles customer complaints with integrity and poise, and directs them to other employees or departments when necessary in order to maintain customer satisfaction.

Keeps service department forms, menus and pricing guides up-to-date.

Communicates with Service Drivers to ensure that all vehicles are parked in assigned areas, locked and all keys are marked and put away correctly.

Maintains confidential customer information in accordance with all applicable local, state, and federal laws.

Strives for teamwork and clear, professional communication within the department and the organization. Holds regular team meetings. Frequency may vary depending on departmental needs and/or dealership.

Maintains basic automotive knowledge in order to recommend appropriate repairs or services and to act as a resource for customers.

Maintains a professional appearance and a clean and organized work area.

Completes training courses as assigned by supervisor and/or required by manufacturer to maintain current knowledge of products and service methods.

Marginal Duties, which may vary depending on the dealership, include the following:

Washes and vacuums customer vehicles.

Other job duties performed  Additional duties may be assigned.

Supervisory Requirements: There may be supervisory responsibilities depending on the location.

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. 

Education/Experience  High school diploma or general education degree (GED); or three to six months related experience 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 respond to common inquiries or complaints from customers and to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills  Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.  Ability to calculate figures and amounts such as discounts, interest, commission, proportions, and percentages.  

Reasoning Skills  Ability to define problems, collect information, establish facts and use all available resources to draw valid conclusions to solve practical problems. 

Physical Abilities  While performing the duties of this position the employee is regularly required to sit, stand, or walk (amount of time spent on each varies by dealership depending on setup of work area).  Employee must be able to talk and hear to communicate effectively with multiple customers and other personnel on a daily basis both in person and over the phone.  At times, the employee may also be required to stoop, kneel, crouch or climb and occasionally be required to lift or move up to 25lbs.  Close vision and the ability to adjust focus are required in order to prepare repair orders, read computer screens, and to assist in diagnosis of vehicle repair needs.  This position also requires driving and the ability to operate all vehicles produced by the manufacturer, with manual and/or automatic transmissions.

Work Environment   Work is primarily performed at a desk area located in a either office or service drive setting with exposure to moderate to noise.  There may be possible exposure to outdoor weather conditions (depending on dealership, position may be located in service area with cars entering and exiting through garage doors).  Employee may have exposure to fumes or airborne particles from working in close range to running vehicles and with limited time spent in repair shop. 

Certificates, Licenses, Registrations  Valid Drivers License and acceptable motor vehicle record.