Service Advisor - MBZ

SUMMARYSatisfy customer’s needs in a way that promotes long term relationships. Coordinate repair and maintenance orders to maximize workshop efficiency and profitability. Prepare and complete all paperwork associated with the request in compliance with any and all Dealership, Manufacturer and Laws pertaining to the job.

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

Greets customers in a timely, friendly manner and obtains vehicle information.

Greet customers, listen to their description of the problems or service needed, determine the type of service required, and prepare repair orders with cost estimate. Obtain authorization. Establishes “promised time.”Prepares a detailed description of the customer's concern on the repair order to help the technician locate the problem.

Visually inspect vehicle and note any existing damage.

Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.

Explains the work performed and the repair order charges to the customer.

Handles customer inquiries and complaints.

Schedules service appointments as needed

Establishes customer's method of payment. Obtains credit approval, if necessary.

Reviews repair orders to ensure that work is completed and additional work and authorization is noted.

Closes repair order as appropriate.

Implements a quality control process to eliminate comebacks.

Maintains high customer satisfaction standards.

Completes all Dealer and Manufacturer training for the job and maintains 100% completion

Comply with Smoking Policy with no residual smoke odor.

Maintains a professional appearance.

Keeps work area clean.

MARGINAL DUTIES Other duties may be assigned.

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 SKILLSAbility to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to speak effectively to customers and employees.

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

MATHEMATICAL SKILLSAbility 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 totals and discounts.

REASONING ABILITY to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations.

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to interpret customer requests to specific information on the repair order.

Ability to observe and understand customer attitude and opinion.

CERTIFICATES, LICENSES, REGISTRATIONSManufacturer Training Valid Driver's License Maintain a driving record acceptable to Dealership’s insurance companyPHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Activities Activity Amount  of Time None Under  1/31/3 to 2/3

Over 2/3

Standx Walkx Sitx Use  hands to finger, handle, or feelx

Reach with hands and armsxx

Climb or balancex

Stoop, kneel, crouch, or crawlx

Talk or hearx

Taste or smellx

Lifting/Moving The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Vision Abilities Specific vision abilities required by this job include:

Close vision

Distance vision

Peripheral vision

Depth perception

Ability to adjust focusWORK ENVIRONMENT The physical environment requires the employee to work both inside and outside. The typical noise level for this job’s work environment is moderate.

While performing the duties of this Job, the employee is regularly exposed tomoving mechanical parts outdoor weather conditions.fumes or airborne particles
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