Summary/Objective
The Service Advisor sells and schedules needed service work in
the service department. Promote and attain dealership standards for
superior workmanship.
Essential Functions
- Schedules service appointments; obtains customer and vehicle
data prior to arrival when possible
- Greets customers promptly in a polite and friendly manner,
conducts telephone transactions
- Writes up customers' vehicle problems accurately and clearly on
the repair order
- Test drives the vehicle with customer as needed to confirm the
problem
- Refers to service history, inspects vehicle, and recommends
additional needed service
- Advises customers on the care of their cars and the value of
maintaining their vehicles in accordance with manufacturers'
specifications
- Provides a complete and accurate written cost estimate for
labor and parts and establishes a "promised time"
- Obtains customer signature on repair order; provides customer
with a copy
- Establishes customers' method of payment; obtains credit
approval if necessary
- Notifies Dispatcher of incoming work
- Checks on progress of repair throughout the day; contacts
customers regarding any changes in the estimated 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
- Explains completed work and all charges to customer
- Closes repair order as appropriate
- Ensures that vehicles are parked in assigned areas and makes
sure all vehicles are locked and keys are marked and securely
stored
- Implements a quality control process to eliminate
comebacks
- Handles telephone inquiries regarding appointments and work in
progress
- Keeps service department forms, menus, and pricing guides
up-to-date
- Supervises all cleaning and prepping of new and used
vehicles
- Prior to the start of a repair job, determines the correct part
numbers on repair orders and helps the parts department pull and
post the appropriate parts
- Deals with customer complaints in a sensible manner by showing
empathy and a pleasant attitude to demonstrate our commitment to
excellent customer service and to increase customer satisfaction
and loyalty
- Sells supplementary services by notifying the customer of
service specials or any additional work that is needed on their
vehicle
- Notifies customers promptly regarding any delays, changes, or
additional work that is required
- Documents all work performed
- Maintains and wears all required safety and health personal
protective equipment, including respirator, in the manner
recommended by the equipment manufacturer and in accordance with
company policies
- Complies with all laws and regulations pertaining to working
with hazardous materials; Reports any deviations to management
immediately
- Communicates with Supervisor if additional work is needed
- Complies with all laws and regulations pertaining to paint,
thinners, and other hazardous materials; Reports any deviations to
management immediately
- Understands the terminology of the automobile business and keep
abreast of technology changes
- Follows all attendance and punctuality standards with
adherences to timekeeping standards
- Follows the Company Code of Business Ethics and Conduct
- Understands and follows all work rules and procedures and
follows lawful directions from Supervisors
- Upholds the company's non-disclosure and confidentiality
policies and agreements
- Maintains a professional appearance and neat and orderly work
area in accordance with company policy
- Attends pertinent training on request
- Attends company meetings as required
- Other duties as assigned
Other Duties
Please note this job description is not designed to cover or
contain a comprehensive listing of activities, duties or
responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time
with or without notice.
EEO Statement
The Company is committed to hiring a diverse and qualified
workforce. We will not consider any characteristic or category
protected by state or federal law in hiring or employment
decisions, including but not limited to race, national origin,
color, religion, sex, sexual orientation, gender identity,
disability, age, status as a parent, or genetic information.
Competencies
- Able to wear all required safety and health personal protective
equipment, including respirator, in the manner recommended by the
equipment manufacturer
- Able to take direction from multiple employees and prioritize
work
- Good communication skills, including the ability to listen to
customers and determine how to assist them
- Ability to work well in a team environment
- Knowledge of automotive systems, tools, and repair
processes
- Outstanding attention to detail with a commitment to
quality
- Ability to use technical reference materials and technical
manuals in written and online formats
- Ability to communicate technical terms to non-technical
audience
- Ability to follow processes to ensure quality and safety
- Effective time management skills and ability to prioritize
Supervisory Responsibility
None
Work Environment/ Physical Demands
Will primarily work in an automotive shop environment. Workspace
is covered but may involve various weather conditions such as heat
and cold as well as safety hazards due to the nature of work. May
experience loud noise on a regular basis.
Medium/Heavy Work---Will lift over 50 pounds with assistance
device required and/or frequent lifting or carrying of objects
weighing up to or over 35 pounds with assistance device available
as needed.
This position will require the employee to be standing for
prolonged periods of time
This position requires the ability to push, pull, climb, stoop,
kneel, reach, grasp, and walk on a regular basis
This position involves repetitive motion
This position requires the ability to talk and hear
Must be able to wear all required personal protective
equipment
May work in extreme heat or cold
May encounter hazards
Position Type/Expected Hours of Work
Works evenings, weekends, and holidays as required.
Required Education and Experience
High school diploma or the equivalent or equivalent combination
of education and experience.
Preferred Education and Experience
Prior experience in service department.
Additional Eligibility Qualifications
(Certification/Licenses/Registrations)
Valid Driver's License.
