Service Advisor

Job Summary

Serving as the primary point-of-contact for all automotive service and repair matters, the Service Advisor's core responsibility is to listen and thoroughly understand customer problems, arrange for an appropriate service level, and set/manage expectations on the part of the customer and technician(s) in terms of service delivery.

The ideal Service Advisor has an unrestricted driver's license, a clean driving record, a strong mechanical aptitude, a minimum of one year of dealer-level or large facility experience, post‑secondary automotive training, and is certified by the National Institute for Automotive Service Excellence (or is willing to obtain certification). They also have a strong technical and customer service performance record.

Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list is illustrative only and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.

• Meets/greet customers in person or on phone
• Arranges prompt and accurate diagnosis of reported problem
• Makes best‑value repair recommendations based upon nature of the problem
• Manages delivery of required repair action by successfully setting and managing customer expectations
• Maintains documentation, including purchase orders, invoices, work orders, reports, etc.
• Enforces organizational safety standards
• Ensures appropriate parts inventory is maintained
• Promotes a “white‑glove” environment to showcase the repair facility
• Takes ownership and accepts accountability for delivering outstanding service levels
• Adheres to all company policies, procedures and safety standards
• Performs other duties as assigned

• Sitting:
  Remaining in the seated position
• Standing:
  Remaining on one’s feet in an upright position at a workstation without moving about
• Walking:
  Moving about on foot
• Lifting:
  Raising or lowering an object from one level to another (includes upward pulling) 25-50 lbs.
• Carrying:
  Transporting an object, usually holding it in the hands or arms, or on the shoulder
• Pushing:
  Exerting force upon an object so that the object moves away from the force (includes slapping, striking, kicking, and treadle actions)
• Pulling:
  Exerting force upon an object so that the object moves toward the force (includes jerking)
• Climbing:
  Ascending or descending ladders, stairs, scaffolding, ramps, poles using feet and legs or hands and arms. Body agility is emphasized
• Stooping:
  Bending body downward and forward by bending spine at the waist, requiring full use of the lower extremities and back muscles
• Kneeling:
  Bending legs at knees to come to rest on knee or knees
• Crouching:
  Bending body downward and forward by bending legs and spine
• Reaching:
  Extending hand(s) and arm(s) in any direction
• Handling:
  Seizing, holding, grasping, turning, or otherwise working with hand or hands. Fingers are involved only to the extent that they are an extension of the hand, such as to turn a switch or shift automobile gears
• Fingering:
  Picking, pinching, or otherwise working primarily with fingers rather than with the whole hand or arm as in handling
• Feeling:
  Perceiving attributes of objects, such as size, shape, temperature, or texture, by touching with skin, particularly that of fingertips
• Talking:
  Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or to the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly
• Hearing:
  Perceiving the nature of sounds by ear
• Tasting/Smelling:
  Distinguishing, with a degree of accuracy, differences or similarities in intensity or quality of flavors or odors, or recognizing particular flavors or odors using tongue or nose
• Near Vision:
  Clarity of vision at 20 inches or less
• Far Vision:
  Clarity of vision at 20 feet or more
• Depth Perception:
  Three‑dimensional vision. Ability to judge distances and spatial relationships so as to see objects where and as they actually are
• Visual Accommodation:
  Adjustment of lens of eye to bring an object into sharp focus. This factor is required when…