PURPOSE OF POSITION
The Service Advisor acts as liaison between the client and the service technician, and works with the call center in scheduling service for clients. The service advisor also works with the technician team to ensure work is distributed equitably among service technicians.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Greets Service Department clients in a prompt and courteous manner 100% of the time, and never differentiates between customer pay and warranty service clients
Listens to each client and clearly articulates information on the repair order
Satisfies client's immediate needs, use low key, high integrity methods to present additional needed services
Observes factory suggestions on maintenance items and will advise clients of the value of maintaining their vehicles in accordance with manufacturer's specifications
Presents a menu of recommended maintenance and additional services to every client
Ascertains the needs of clients, collecting information necessary for service or repair diagnosis
Provides clients with an accurate estimate of repair or maintenance costs, and/or a minimal diagnostic fee with explanation of associated costs
Writes Repair Orders, detailing problems and pertinent information, and secure clients’ signature for authorization of repair or service
Maintains strict adherence to dealership policy on client vehicle care and operation
Informs clients of repair diagnosis, sell repairs and services needed or required for proper operation
Forwards repair or service estimate changes to client following technician's diagnosis
Sells and manages extended warranties and complete required documentation
Inspects quality of vehicles following repairs of service to verify that all authorized work is performed and performed properly in the effort to reduce rechecks
Follows up progress of each repair order during the day and contact clients by phone or e-mail twice daily to notify them of any changes to the status or estimated time of completion of their repair, and document changes on repair order
Replies to voice and e-mail messages in a timely manner where either internal or external clients are concerned
Notifies clients when repairs are completed and vehicle is ready for delivery
Reviews and explains repairs and associated costs with client upon completion of service Documents verbal, in person, and written approvals on repair orders and add-on sales
Advises clients of potential consequences if repairs are not made
Handles minor client concerns or misunderstandings
Keeps Service Manager informed of all problems and potential problems involving clients, repairs, and equipment
Notifies technicians of changes to repair status
Encourages clients to complete the manufacturer surveys to provide feedback
Coordinates work overflow
Maintains a readable status sheet (route sheet) of carryover vehicles and status of clients in for repairs
Maintains a record of status of special order parts
Maintains required Customer Satisfaction Index (CSI) rating in accordance with dealership standards
Maintains required hours per repair order (HPR) in accordance with dealership standards
Attends weekly department meetings
JOB REQUIREMENTS
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job requires "people" skills and a genuine desire to service the client. A positive attitude and willingness to be a team member are essential to this position.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); and one to three months related experience and/or training; or equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS (Including Driver's License)
Operator's Driver's License (must be insurable).
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception,
OTHER
Results-Oriented
Decision Making
Organizational skills
Teamwork
Interpersonal skills and Relationship Building
Flexibility
Stress Tolerance
Responsive and proactive
Accountability
BENEFITS
Medical, Dental, Life, Disability, 401(k), paid vacation and sick leave.