Service Advisor

Overview

Purpose:

Sells and schedules needed service work in the service department. Essential Duties include the following.

• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Writes up customer’s vehicle problems accurately and clearly on repair order.
• Test drives the vehicle with customer as needed to confirm the problem or refers to test technician.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Advised customers on the care of their cars and the value of maintaining their vehicles in accordance with the manufacturers’ specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes “promised time”.
• Obtains customer’s signature on repair order and provides customer with a copy.
• Establishes customer’s method of payment. Obtains credit approval, if necessary.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimated or promised time, explains the cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Reviews repair orders to ensure that work is complete and additional work and authorization is noted. Closes repair order as appropriate.
• Ensures that vehicles are parked in an assigned area. 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.
• Explains completed work and all charges to customers.