The service advisor is responsible for scheduling service work in the service department and for selling additional services to customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Maintain Customer Satisfaction Index (CSI) rating as set by service manager.
- Maintain the dealership-prescribed standard for “hours per customer repair order written”
- Greet customers in a timely, friendly, and professional manner. Let customers who are waiting know that they will be helped soon.
- Communicate with the customer to determine the nature of their mechanical problem(s).
- Obtain accurate customer and vehicle data.
- Test-drive vehicle as necessary.
- Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with the manufacturers’ specifications.
- Lift the hood of every vehicle and look underneath for potential additional repair needs.
- If additional work is needed, clearly explain the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders must be legible.
- Notify the dispatcher of incoming work.
- Provide estimates for labor and parts. If the cost of service cannot be established during reception, leave it open and contact the customer later for approval.
- Establish each customer’s method of payment. Obtain approval of credit, if necessary.
- Obtain the customer’s signature on the repair order; provide the customer with a copy.
- Follow up progress of each repair order during the day. Contact the customer by telephone regarding any changes in the estimate of time promised. Record changes on repair orders in the approved manner.
- Handle telephone inquiries regarding work in process and appointments.
- Compare the final invoice with the original repair order.
- Analyze quality control reports to ensure that work is completed as requested to reduce comebacks.
- Deliver the vehicle to the customer and answer any questions.
- Maintain a follow-up program on additional items found in need of repair.
- Attend meetings as scheduled.
- Establish and maintain good working relationships with customers to encourage repeat and referral business.
- Ensure that work areas and customer waiting areas are kept clean.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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 essential functions.
