Service Advisor

The service advisor is responsible for scheduling service work in the service department and for selling additional services to customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES 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.

Compare final invoice with original repair order.

Analyze quality control report to ensure that work is completed as requested to reduce comebacks.

Deliver vehicle to customer and answer any questions.

Maintain follow up program on additional items found in need of repair.

Attend meetings as scheduled.

Establish and maintain good working relationships with customers to encourage repeat and referral business.

Ensure that work areas and customer waiting areas are kept clean.
REQUIREMENTS
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE
Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations