Service Advisor

Service Advisor

Department:
Service

Reports To:

Asst. Service Manager and above

Service Advisor greets customers enthusiastically and with a handshake. Actively listens to their description of the problems or service needed while maintaining eye contact to determine the type of service required and prepares repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and contact the customer for permission to do the work.

They also advise customers on other available services.

• Advises customers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Uses the MPI form and confers with customers about inspection results, recommends corrective procedures, and prepares work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Writes a brief clear concise description of the customer's concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints or involves management when needed.
• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Runs a service comparison on every repair order, checking for recalls, warranty contracts and ensuring warranty eligibility and service dates are valid.
• Test drives the vehicle with customer as needed to confirm the problem or refers to technician.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes “promised time.” Checks with team lead if necessary.
• Obtains customer's signature on repair order; provides customer with a copy.
• Establishes customer's method of payment. Obtains credit approval if necessary.
• Checks 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 obtains proper authorization before any additional repairs are performed.
• Reviews repair orders to ensure that work is completed and additional work and authorization are noted, ensuring repair order is in proper order and has all attachments and printout needed. Closes repair order as appropriate.
• Maintains high customer satisfaction standards (Minimum 80.0% and 7 returned surveys).
• Handles telephone inquiries regarding appointments and work in progress.
• Inspects all vehicles for body work, informs customer if work is needed, and provides an estimate for body work if requested.
• Ensures that vehicles are parked in assigned areas, locked and all keys are marked and put away correctly.
• Keeps service department forms, menus and pricing guides up to date.
• Implements a quality control process to eliminate comebacks.
• Immediately reports to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers.
• Complies with all company policies as required (e.g., Meal and rest period policy, timekeeping).
• Completes all required HR training modules in KPA.
• Completes all required certification courses respective to position.
• Maintains a valid driver’s license and immediately informs management of any changes in its status.
• Keeps work area clean and tidy.
• Maintains a professional appearance (high level of personal grooming, hygiene, and uniform appearance).
• Other tasks as assigned and/or required by business need.

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…