Service Advisor

Automotive Service Advisor

We are a very busy automotive repair shop that has been in business for over 20 years! We provide an upscale repair service as an alternative to the dealership, along with a robust warranty program.

• Customer Check-In Information:
  Gather essential details at check-in, including VIN, mileage, build date, and customer concerns.
• Vehicle Walk around:
  Conduct a thorough walk around of the customer's vehicle during check-in. Take pictures and notes to document its condition.
• Repair Notes:
  Ensure that all technician recommendations are justified with detailed notes. If a recommendation lacks proper documentation, return it to the technician for clarification before it can be sold to the customer.
• Customer Service:
  Provide prompt, courteous, and effective customer service. Keep customers updated on the repair process and completion times, ensuring all concerns are addressed.
• Explaining and Selling Repairs:
  Sell recommended repairs and maintenance based on the company's profit matrix while maintaining required metrics such as average repair order, close-ratio, gross profit, gross profit per hour, and effective labor rate. Clearly explain to customers the importance of the recommended repairs. Educate customers on the repairs needed and build value in the services offered.
• Communication and
  
  Collaboration:
  
  Maintain effective communication with the Store Manager, Shop Foreman, Technicians, and Parts Manager to ensure completion times are met and maintain productive workflows. Collaborate with Quality Control Technicians to ensure each vehicle is quality-checked before release. Quality control must be marked complete by the person who performed the check before notifying the customer that their vehicle is ready.
• Managing Customer Expectations:
  Consider key factors that influence promise dates, such as parts availability, current workload, future scheduled commitments, prior promised work, available labor hours, time required for quality control checks, and the possibility of additional repairs. Collaborate with technicians to develop estimated completion times and communicate these timelines to customers. Regularly adjust and update expectations to provide customers with accurate information and minimize misunderstandings.
• Updating Customers:
  Regularly update customers throughout the repair process, including providing a "no update" update. This ensures transparency and keeps customers informed, even when there is no new information to report.
• Show and Sells:
  For customers with waiting appointments, escort them to the shop and introduce them to the technician. Present findings and quotes within 15 minutes of the vehicle being pulled in. If the customer is not waiting but has questions, invite them to inspect their vehicle with an advisor and technician at their convenience.
• Repair Orders, Quotes, and Invoicing:
  Create and manage repair orders upon customer check-in, accurately quote repairs, and provide invoices upon vehicle pickup.
• Extended Warranty Coordination:
  Assist customers with extended warranties by initiating claims and informing them about coverage, deductibles, and necessary documentation for payment upon completion.
• Board Management:
  Regularly update the status board for all clients. Move magnets as the process progresses and ensure the RO status is updated in Tekmetric.

• Maintain profitability, required average repair order, gross profit per hour and effective labor rate, as determined by the Store Manager.
• Provide exceptional customer service and experience.
• Effectively sell and educate the customer on required repairs and maintenance.
• Manage workflow via board and communication.
• Collaborate with all staff to ensure quality delivery of repair in a timely manner.
• Stay up to date with all assigned customers.
• This comprehensive approach highlights the critical responsibilities of the Service Advisor role, focusing on customer service, effective communication, and operational efficiency within the repair process.

• Experience:
  
  3 or more years of experience as a Service Advisor or related position
• Organizational & Focus
  
  Skills:
  
  Must…