Service Advisor

Qualifications:

• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• Excellent communication skills.
• Ability to meet company's production and quality standards.
• Fluency in Spanish.
• Proficiency in ADP/CDK software.

Physical Requirements and Surroundings:

• Spend time indoors in air-conditioned areas and outdoors in a shop setting.
• Physical activities include sitting, standing, walking, bending, twisting, stooping, kneeling, and squatting on a regular basis.
• Ability to lift over 50 lbs infrequently.
• Reaching, overhead lifting, climbing stairs, repetitive hand/finger movements, grasping, pushing, and pulling on a regular basis.

General Expectations:

• Ensure customer satisfaction and determine daily and monthly requirements by asking questions and listening.
• Attend meetings, maintain proficiency with repair orders, and meet productivity standards.
• Review daily, weekly, and monthly actions to optimize time and effectiveness.
• Stay informed about industry terminology and technological changes.
• Comply with applicable laws and company policies, including confidentiality agreements.
• Participate in performance management and foster positive employee interactions.
• Work weekend hours as required.

Job-Specific Expectations:

• Estimate costs and completion dates, communicate with customers, and analyze progress for efficiency and quality.
• Delegate tasks considering technician skill levels and utilize resources effectively.
• Verify parts, pricing, and labor details before closing repair orders.
• Accurately describe customer concerns and work with management to maintain an effective service department.
• Produce accurate repair estimates and handle warranty items appropriately.
• Proficiently use service computer systems and manage repair orders for warranty, customer-paid, and internal repairs.
• Handle customer complaints empathetically and provide excellent service.
• Greet customers courteously, conduct telephone transactions efficiently, and inform customers of delays or additional work.
• Follow up on repeat repairs and set realistic customer expectations.