Service Advisor

ESSENTIAL DUTIES include the following. Other duties may be assigned.

Maintain Customer Satisfaction Index (CSI) rating as set by service manager.
Maintain the dealership-prescribed standard for “hours per customer repair order written”
Greet customers in a timely, friendly and professional manner. Let customers who are waiting know that they will be helped soon.
Communicate with customer to determine the nature of their mechanical problem(s).
Obtain accurate customer and vehicle data.
Test-drive vehicle as necessary.
Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with the manufacturers’ specifications.
Lift the hood of every vehicle and look underneath for potential additional repair needs.
Walk around vehicle and inspect for any damage.
If additional work is needed, clearly explain the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders must be legible.
Notify dispatcher of incoming work.
Provide estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later for approval.
Obtain customer’s signature on repair order; provide customer with a copy.
Follow up progress of each repair order during the day. Contact customer by telephone regarding any changes in the estimate of time promised. Record changes on repair order in the approved manner.
Handle telephone inquiries regarding work in process and appointments.
REQUIREMENTS
Ability to establish a professional working relationship with the dealerships customers.
Probe local business' for fleet accounts.
Follow dealership procedures while documenting customer transactions.