Assists customers with requests for repair and for maintenance service to ensure that the vehicle is fixed right the first time. Assists the Service Manager in the operations of the service center by writing up work orders, distributing work to staff, accurately maintaining records, supporting promotional activities, monitoring inventory, complying with safety and environmental programs and practices, and any other duties as assigned.
Reports To: Service Manager
SKILL REQUIREMENTS:Skills required to perform principal/additional duties and responsibilities:
DUTIES AND RESPONSIBILITIES:
Achieving High Standards
Principal Duties and Responsibilities:
- Greets all customers promptly; provides timely professional service.
- Departs from traditional ways of doing things to ensure customer satisfaction and loyalty.
- Provides excellent customer service by listening to customer inquiries and requests, asking questions to identify service needs, resolving customer concerns, and sells additional services when appropriate.
- Estimates cost and completion time/settles customer accounts.
- Communicates with customer about status of work.
- Coordinates activities to ensure repair work is fixed right the first time and completed on time.
- Obtains the customer’s written approval on all repair orders at the time of the write-up or when closing additional add-on sales.
- Inspects every finished repair order for proper completion, pricing accuracy, and legibility.
- Meets or exceeds goals for add-on sales.
- Delivers the right car in perfect condition every time.
Additional Duties and Responsibilities:
- Identifies repeat customers and treats them accordingly.
- Contacts customers to remind them of service appointments and/or when scheduled maintenance is due.
- Answers incoming telephone calls promptly, courteously, and makes every effort to satisfy the caller’s inquiry.
- Documents repair order changes.
- Eliminates surprises for customer by reviewing service repairs and their associated charges to ensure accuracy.
- Promptly addresses and resolves customer viewpoint and service follow-up issues.
Working Effectively With Others
Principal Duties and Responsibilities:
- Builds productive working relationships with fellow employees through clear communications.
- Has an approachable style; fosters open communication through active listening.
- Asks relevant questions regarding repair or service request to ensure proper servicing of vehicle.
- Maintains open communications with technical staff regarding job status changes.
- Speaks clearly, concisely, and effectively.
- Assists customers in identifying problems and concerns so that proper service and maintenance can be specified.
Additional Duties and Responsibilities:
- Follows up with customers to ensure they are satisfied with service.
- Promotes cooperation and teamwork among technicians and support staff.
- Assists other Service Advisors when needed.
Handling Pressure
Principal Duties and Responsibilities:
- Effectively handles and implements changes in Service Department.
- Shifts priorities and goals as work demands change.
- Maintains composure and courtesy in dealing with customers and fellow employees.
Additional Duties and Responsibilities:
- Ensures that work is completed on time and as requested.
- Explains the need for additional or unanticipated services and associated cost to the customer.
Managing Complexity
Principal Duties and Responsibilities:
- Acts quickly to implement plans; organizes work efficiently; follows up to ensure successful implementation.
- Monitors workload (and if appropriate schedule workload) to determine amount of work that can be accommodated in Service Department (e.g., flat rate hours available to sell, shop capacity, services in customer demand, etc.)
- Identifies and supports opportunities for methods/process improvement (e.g., tracking drive fill rates, monitoring part delays, and FIRTFT parts availability scores).
- Maintains an effective appointment system to verify customer problems, recommend/sell additional services, and properly and accurately communicate customer concerns.
Additional Duties and Responsibilities:
- Maintains and updates customer records and files.
- Identifies ways to improve operations and customer service.
- Makes policy adjustments within the guidelines and budgets established by management.
Applying the Basics
Principal Duties and Responsibilities:
- Uses computer systems to look up customer’s service history, schedule appointments, enter repair order information, and manage information.
- Makes certain that time ticket information is complete and accurate so that technician productivity can be monitored, customer delays eliminated,
- and repair services reconciled.
- Follows all service department policies and procedures.
Additional Duties and Responsibilities:
- Maintains an awareness of, and complies with, safety regulations and hazardous waste disposal.
- Makes warranty and billing adjustments.
- References existing manuals, publications, and other written documents to obtain needed information.
Understanding and Using Business Knowledge
Principal Duties and Responsibilities:
- Utilizes basic technical knowledge to develop potential cause of problems.
- Provides additional vehicle information to technicians as needed.
- Explains technical information about repairs to customers.
- Suggests additional services that service department offers.
Additional Duties and Responsibilities:
- Responsible for other duties as assigned and/or required by business need
EDUCATION/CERTIFICATION REQUIREMENTSEducation, training and/or state/national certifications should clearly demonstrate the possession of the knowledge and skills stated above.
- High School/GED preferred
- Some college or automotive/vocational training preferred
- Driver’s license preferred
- ASE certification preferred
EXPERIENCE
- 2 years experience in a dealership as a service advisor
PHYSICAL REQUIREMENTS: WORKING CONDITIONS:
- Moving about the Service Department
- Using computer to look up information and write up orders
- Bending, stretching, lifting, reaching, and climbing
- Utilizing physical and manual dexterity
- Driving a vehicle (if properly licensed)
- Lifting up to 50 lbs.
- Using equipment consistent with industry standards
- Noise
- Vibration
- Paint
- Dust
- Exhaust fumes
- Other hazardous and non-hazardous materials
- Use a video display terminal
USUAL HOURS OF WORK
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