Service Advisor

Location:

Syracuse, NY, US

Salary Range: $80,000.00 - $ annually

Seeking a Service Advisor in a fast pace, high volume shop. The Service Advisor is responsible for accurately documenting vehicle concerns, coordinating repairs with technicians, communicating recommendations with customers and ensuring a high level of customer service.

General:

• Maintain Customer Satisfaction Index rating within the top 10% of group.
• Maintain a dealership assigned standard for “hours per customer repair order written”.
• Ensure that all documents are accounted for.
• Sell at least 100% of available hours per day.
• It is your responsibility to support and endorse dealership policies and procedures set forth by dealership management and manufacturer standards.

Customer-related:

• Greet customers in a timely, friendly manner. Let customers who are waiting in line know that they will be helped soon.
• Communicate with service customers to determine the nature of the mechanical problems and provide all available information to technicians on repair order.
• Refer test-drives to technicians.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with the manufacturers’ specifications, using maintenance menus (if applicable).
• If additional work is needed, explain the details to the customer, including the additional cost and time considerations.
• Indicate on repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders must be legible.
• Notify team leader of upcoming work.
• Provide estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later, by phone, for approval.
• Establish each customer’s method of payment. Obtain approval of credit, if necessary.
• Establish “time promised” and check with person responsible for work distribution if necessary.
• Obtain customer’s signature on each repair order; provide customer with a copy.
• Follow up progress of each repair order during the day. Contact customers by telephone regarding any changes in the estimate or time promised. Record changes on repair order in approved fashion.
• Handle telephone inquiries regarding work in progress and appointments.
• Ensure quality check in problem vehicles.
• Be available to answer any questions at vehicle delivery.
• Maintain follow-up program on additional items found in need of repair.
• Inspect each completed repair order hard copy carefully. Make sure repair order is completed and properly priced before closing out (includes flagging of repair orders).
• Operation and failure code of all warrant claims in computer.
• Get approval for all internal work.
• Call all Special Order Part customers daily.
• Inform customers of all warranty and non-warranty work.
• Keep advisor area clean.
• Get customer approval before work is performed and document approval with time and date.
• Wear name tags and uniform.
• Get manager’s approval for all non-warranty, good will, and rental vehicles.

• High School Diploma or General Educational Diploma (GED).
• One year dealership experience preferred.

• Valid New York State Driver License.

• Strong interpersonal and communications skills.
• Ability to prioritize and organize work in a multitasked environment.
• Excellent verbal and written communication skills.
• Strong organizational skills including the ability to manage multiple tasks and details simultaneously.
• Ability to work productively in a fast paced, stressful environment.

• Computer software:
  Microsoft Office to include Word, Outlook, Excel, and CDK.

• Ability to sit, stand, walk, talk, hear, use hands to point, grasp, handle or feel, push, pull, reach, crouch, bend, kneel, climb, and perform repetitive motions of the hands and/or wrists.
• Will stand and move throughout the dealership facility (lot, showroom, service department, offices) for most of the shift.

• Exerts up to 20 pounds of force occasionally, and/or up to 10 pounds of force…