Service Advisor

The Service Advisor will interview customers, run vehicle health reports, communicate symptoms with customer’s vehicle(s), enter data into the business system with accuracy, and coordinate incoming repairs with the service supervisor, schedule service technicians on orders, invoice customer tickets, and keep customers informed about status repairs.

HLAs HIGH LEVERAGE ACTIVITIES (focus actions that will return the highest impact):

• Greet customers, build professional relationships, develop good rapport, and provide customer service to all customers.
• Determines vehicle condition by conducting inspections and running a vehicle health report (diagnostic test) and identifies worn and damaged parts.
• Write, edit, and update Service Repair Orders, make maintenance service recommendations, act as the coordinator between the service department and parts.
• Coordinate Service Technicians to perform service orders as needed.

KEY RESPONSIBILITIES AND PERFORMANCE MEASURES:

• When needed, climb into trucks to retrieve vehicle’s health report.
• Ability to prioritize in potentially stressful situations in a fast-paced environment.
• Ability to multitask; high volume phone calls, ability to assist customers waiting,
• Ability to follow step-by-step instructions.
• Interpret reports, communicate information to Service Technicians, and make maintenance service recommendations off all reports.
• Check for recalls and/or warranty items, provide serial numbers as serial number of parts that and put it in story on each time punches.
• Communicate with the service team and supervisor about incoming jobs and accurately determine a Standard Repair Time (SRT) by researching it on the dealer’s portal to determine a proper estimate for technician and customer.
• Coordinate and schedule techs on service orders, and quotes with customers.
• Occasionally open the building and parking lot in the morning and close both in the evenings.
• Write a detailed description of the customer’s concern on the repair order to help the technician diagnose the repairs needed.
• Communicate the work performed and the repair order charges to the customer and coordinates upcoming service appointments.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Negotiate the cost of repairs with third party warranty vendors.
• Provides a complete and accurate written cost estimate for labor and parts.
• Checks on progress of repair throughout the day and clearly communicate to customer.
• Contact 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.
• Reviews repair orders to ensure that work is completed, and additional work and authorization is noted.
• Closes repair order as appropriate.
• Handles telephone inquiries regarding appointments and work in process.
• Maintains safe and secure environment by following safety and security standards and procedures, complying with codes. ·
• Invoice customers pay tickets and coordinate warranty repairs.
• Navigate and manage multiple databases simultaneously.
• Potential exposure to extreme heat and cold temperatures.
• Accept and process customer payments as needed.
• Other duties as assigned by manager.

QUALIFICATIONS AND EXPERIENCE:

• Computer savvy, ability to navigate multiple databases and websites.
• Strong written / verbal communication skills required.
• Self-motivated, ability to work independently, and work well under pressure. ·
• One to three years of experience in customer service role.
• High school diploma or equivalent.
• Have a working mechanical knowledge of manufacturer diesel trucks preferred.
• Commercial Valid Driver License a plus.

PHYSICAL AND ENVIRONMENTAL CONDITIONS:

While performing the duties of this job, the employee is frequently required to sit, stand, talk, and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee is frequently required to climb into trucks to run health reports and gather information.

NOTE: This Position Profile is not intended to be all-inclusive. Employees may perform other related duties as required to meet the on-going needs of the company. This job description is intended to describe the general nature and level of work being performed by individuals assigned to this job. It is not an exhaustive listing of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. Management reserves the right to revise the job or to require that other tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs or technological development.