Service Advisor

AUTOMOTIVE SERVICE ADVISORS greet customers, listen to their description of the problems or service needed, determine the type of service required, and prepare repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and telephone the customer for permission to do the work, also advise customers on other available services.

• Essential Duties include the following. Other duties may be assigned.
• Advise customers about necessary service for routine maintenance.
• Help identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Confer with customers about inspection results, recommend corrective procedures, and prepare work order for needed repairs.
• Prepare a repair order showing time, cost and labor estimates for service.
• Write a brief description of the customer's concern on the repair order to help the technician locate the problem.
• Explain the work performed and the repair order charges to the customer.
• Handle customer complaints.
• Schedule service appointments. Obtain customer and vehicle data prior to arrival when possible.
• Greet customers in a timely, friendly manner and obtains vehicle information.
• Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provide a complete and accurate written cost estimate for labor and parts.
• Establish “promised time.” Checks with dispatcher, if necessary.
• Obtain customer's signature on repair order; provides customer with a copy.
• Establish customer's method of payment. Obtains credit approval, if necessary.
• Notify dispatcher of incoming work.
• Check on progress of repair throughout the day.
• Contact 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.
• Implement and maintain a service marketing program.
• Review repair orders to ensure that work is completed and additional work and authorization is noted.
• Close repair order as appropriate.
• Ensure that vehicles are parked in assigned areas. Make sure they are locked and all keys are marked and put away correctly.
• Keep service department forms, menus and pricing guides up-to-date.
• Implement a quality control process to eliminate comebacks.
• Maintain high customer satisfaction standards.
• Handle telephone inquiries regarding appointments and work in process.
• Inspect all vehicles for body work, informs customer if work is needed, and provides an estimate for body work.
• Maintains a professional appearance.
• Keep work area clean.
• Other tasks as assigned

Marginal Duties include the following. Other duties may be assigned.

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.

• Two to four years related experience and/or training; or equivalent combination of education and experience.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• 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.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common…