Service Advisor

Job Title

L0414 Suburban Ford of Ferndale

Answer incoming telephone calls in a friendly and professional manner in accordance with Incoming Telephone Calls standards.

Follow the Initial Customer Contact process.

Greet customers in a friendly and professional manner.

Identify, confirm and offer resolution to customer concerns.

Communicate with customer what needs to be done, how much it will cost and when service will be complete.

Assess customer needs by conducting a vehicle walk around.

Attain agreement from customer for service needs.

Offer a multi-point inspection.

Write accurate repair orders using ADP system.

Follow the Interim Customer Contact process.

Provide estimates that are accurate and support upfront pricing guarantee.

Obtain approval to review findings of multi-point inspection and associated prices.

Obtain approval to proceed with Additional Service Requests.

Dispatch repair orders to technicians following department dispatch policy and utilizing cost control methods.

Communicate with technicians to gain clear understanding of services required and/or performed.

Follow-up with customer during repair/servicing of vehicle so they are aware of status.

Follow the Customer Delivery process.

Receive and process cash or credit payment for all services performed.

Upon completion of service promptly and professionally deliver vehicle to customer.

Ensure the Sales 2 Service process is completely thoroughly by welcoming the customer and explaining what we will provide them.

Strong attention to detail

Sense of urgency

Excellent communication

Typing – ability to type efficiently in order to enter repair orders.

Mathematics – calculating service costs and counting change.

Basic computer skills

Acceptable driving record and a valid driver's license in your state of residence