Service Advisor

SUMMARY

Service Advisor greet customers enthusiastically and with a handshake. Actively listen to customers' description of the problems or service needed while maintaining eye contact to 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 contact the customer for permission to do the work.

They also advise customers on other available services.

• Essential Duties include the following. Other duties may be assigned.
• 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 comm on every repair order, checking for recalls, warranty contracts and if valid not cancelled and lastly warranty eligibility and in service dates.
• Test drives the vehicle with customer as needed to confirm the problem or refer 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 on 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 gets proper authorization before any additional repairs are performed and makes all notations or approvals on repair order using proper boxes.
• Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Ensures repair order is in proper order and has all attachments and print out 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 process.
• 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. Makes sure they are 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. i.e. Meal and rest period policy, timekeeping, etc. Please refer to the Employee Handbook for further detail.
• 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. i.e. a high level of personal grooming, hygiene, and uniform appearance. See Employee Handbook for more detail.
• Other tasks as assigned and/or required by business need.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed…