INFINITI of Birmingham - Service Advisor

INFINITI of Birmingham - Service Advisor

Full Time Hoover, AL, US

7 days ago Requisition

Salary Range: $55,000.00 To $80,000.00 Annually

The Service Advisor is responsible for maximizing service sales and gross profit while providing exceptional customer service and ensuring the proper handling of all service customers. Through effective communication, product knowledge, and professional customer relations, the Service Advisor directly influences service business volume, customer satisfaction, retention, and overall dealership profitability.

The Service Advisor serves as the dealership’s first-line customer relations representative and service sales professional.

• Greet every customer promptly and courteously, without distinction between customer-pay, warranty, or other types of service.
• Schedule service appointments using dealership-approved forms and procedures.
• Communicate with customers to determine the nature of mechanical or service concerns. Listen carefully and accurately interpret the customer’s description of the problem.
• Obtain customer authorization before repairs begin, including approval of the estimated cost and anticipated completion time.
• Obtain and verify accurate customer and vehicle information, including the appropriate method of payment.
• Ensure the customer next service appointment is made before customer picks up their vehicle.
• Email technician video inspection and recommendations to customer.
• Get management approval on all added lines on RO.
• All warranty work must have an approval before any work begins.
• Test-drive vehicles with customers when necessary to clarify or verify the nature of a concern.
• Inspect vehicles for body damage and notify customers of any recommended bodywork. Provide estimates for Body Shop repairs when applicable.
• Educate customers regarding proper vehicle care and the importance and value of maintaining their vehicles according to manufacturer specifications. Utilize approved maintenance menus and recommendations.
• Identify additional needed maintenance and repair work and proactively promote appropriate service opportunities.
• Comply with all applicable federal, state, and local laws, regulations, and dealership policies, including requirements related to hazardous waste disposal, OSHA, and right-to-know regulations.
• Ensure that all Repair Orders are properly accounted for and maintained throughout the service process.
• When additional work is required, clearly explain the recommended repairs, additional costs, and expected completion time to the customer. Obtain authorization and document all changes accurately on the Repair Order.
• Clearly document the customer’s exact repair concerns and instructions on the Repair Order, with particular attention to the primary reason for the visit. All Repair Orders must be complete and legible.
• Clearly identify Repair Orders requiring special handling, including special problems, repeat repairs, rush requests, or customer-waiting vehicles.
• Prepare accurate estimates for labor and parts. When an exact cost cannot be determined, communicate that to the customer and follow up for authorization once the cost is established.
• Obtain the customer’s signature on the Repair Order before work is performed.
• Establish a specific time with the customer for follow-up regarding the status of their vehicle.
• Obtain accurate and complete customer contact information.
• Monitor the progress of each Repair Order throughout the day.
• Promptly contact customers by telephone regarding changes to the repair estimate, additional work, or the anticipated completion time. Document all approved changes according to dealership procedures.
• Respond promptly and professionally to telephone inquiries regarding vehicles…