SERVICE ADVISOR

Summary:

Sells and schedules needed service work in the service department. Promote and attain dealership standards for superior workmanship.

Essential Duties include the following. Other duties may be assigned.

• Schedule service appointments. Obtain customer and vehicle data prior to arrival when possible.

• Greet customers in a pleasant and timely manner and obtain vehicle information.

• Write up customers’ vehicle problems accurately and clearly on the repair order.

• Test drive the vehicle with customer as needed to confirm the problem or refer to the test technician.

• Refer to service history, inspect vehicle, and recommend additional need service.

  • Advise customers on the care of their vehicles and the value of maintaining their vehicles in accordance with manufacturers’ specifications.

• Provide a complete and accurate written cost estimate for labor and parts.

• Establish “promised time.” Check with dispatcher if necessary.

• Obtain customer signature on repair order; provide customer with a copy.

• Establish customers’ method of payment. Obtain credit approval if necessary.

• Notify dispatcher of incoming work.

• Check on progress of repair throughout the day. Contact customers regarding any changes in the estimated or promised time, explain cost and time requirements in detail, and get proper authorization before any additional repairs are performed.

• Review repair orders to ensure that work is completed and additional work and authorization is noted. Close repair order as appropriate.

• Ensure that vehicles are parked in assigned areas. Make sure that all vehicles are locked and all keys are marked and put away correctly.

• Explain completed work and all charges to customer.

• Implement a quality control process to eliminate comebacks.

• Handle telephone inquiries regarding appointments and work in progress.

• Inspect all vehicles for bodywork, inform customer if work is needed, and provide an estimate.

• Keep service department forms, menus, and pricing guides up-to-date.

• Implement and maintain a service marketing program.

• Supervise all cleaning and prepping of new and used vehicles.

• Keeps work area neat and clean.

• Exhibit a high level of commitment to customer satisfaction. Maintain a minimum customer satisfaction standard equal to or above the manufacturer expected average.

Additional Responsibilities:

• Adherence to all attendance and punctuality standards.

• Adherence to timekeeping standards; Employees are required to record the beginning and ending times of any shift, meal break or departure from work for personal reasons.

• Understand and follow all work rule policies and procedures.

• Follow the Code of Business Ethics and Conduct.

• Maintains a professional clean and pressed business appearance as determined by dealership management.

Qualifications:

Education/Experience: Technically knowledgeable, experienced, or trainable on manufacturer product line.

Skills: Excellent communication and organizational skills. Outgoing and patient personality with good customer relations ability. Professional appearance. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The responsibilities listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties.

NOTE:

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change.

I have carefully read and understand the contents of this Service Advisor job description. I understand the responsibilities, requirements, and duties expected of me. I also understand that this job description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate my employment at any time and for any reason, and the company has the same right.