Description
SUMMARY
Automotive service advisors greet customers, listen to their description of the problems or service needed, determine the type of service required, and prepare repair orders. A service adviser liaises between the customer, tech, and OEM to ensure consistent, accurate vehicle repairs and provide excellent customer service.
ESSENTIAL DUTIES
- Greets clients in a pleasant and professional manner.
- Reviews client and vehicle data before customer arrival when applicable.
- Greetings clients in a timely, friendly manner and obtains vehicle information . Writes up client's vehicle problems accurately and clearly on repair order. ( Mandatory usage of DealerLogix if the dealer is currently using that platform.).
- Performs confirmation test drive with the customer to confirm concern and ensure accurate diagnosis.
- Advises clients on the care of their cars and the value of maintaining their vehicles following manufacturers' specifications.
- Provides a complete and accurate written cost estimate for labor and parts.
- Establishes "promised time.", communicates with client regarding changes to this timeline.
- Obtains client's signature on repair order; provides the customer with a copy. Establishes client's method of payment.
- Checks on the progress of repair throughout the day. Contact the client regarding any changes in the estimate or promised time, explain cost and time requirements in detail, and get proper authorization before additional repairs occur .
- Ensures that we confirm the correct pay type during the write-up. If Service contact or warranty service, ensure that proper authorization is obtained for repairs.
- Ensures proper write-up during check-in including vehicle walk-around and presentation.
- Ensures that all repair orders are audited the day before for accuracy and that we are prepared for the next day.
- Implements and maintains a service marketing program. Ensure that the team is part of the Sales to S ervice Handoff.
- Reviews repair orders to ensure work is completed and additional work and authorization are noted. Closes repair order as appropriate. All repair orders must have a customer signature/authorization before any repairs.
- Ensures that vehicles are parked in assigned areas. Ensure they are locked , and all keys are marked and put away correctly.
- Keeps service department forms, menus , and pricing guides up to date. Explains completed work and all charges to the client.
- Meets and maintains their respective Service Department per repair order hour and ELR Average goals specified in the Service Advisor incentive plan documents.
- Implements a quality control process to eliminate comebacks.
- Maintains high customer satisfaction standards. Meets or exceeds CS I/KPI requirements by both the dealership and OEM.
- Handles telephone inquiries regarding appointments and work in process.
- Understands and upholds the Company standards, policies, and procedures.
- Keeps up with all Manufacturer training, safety compliance training, OEM training, and security on a timely basis.
- Maintains a professional appearance.
- Keeps work area and clients’ areas neat and clean.
Keeps work area clean.
ADDITIONAL DUTIES:
- Assists with ensuring point of sales systems are kept updated and in compliance with Company policies.
- Assists with receiving client payments such as checks and credit card payments, and record the amounts received per Company policies.
- Assists with making appointments and assisting customers at counter and telephone.
- Other duties as assigned by the Service Manager or Chief Operating Officer.
Qualifications
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, and/or ability . Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence. and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to read and comprehend simple instructions, short correspondence, and memorandums.
- Ability to write simple correspondence.
- An ability to effectively present information in one-on-one and small group situations to management, customers, clients and employees of the organization.
Ability to speak, read, and write fluently in English.
MATHEMATICAL SKILLS
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
CERTIFICATES, LICENSES, REGISTRATIONS
- Manufacturer Training
Valid Driver’s License and clean driving abstract
COMPUTER SKILLS:
- Basic computer skills
- Proficient email and communications skills
Experience with DMS systems preferred
WORK HOURS:
- Regular Service Department Operational Hours
MENTAL DEMANDS:
- Ability to work with multiple projects, tasks and deadlines.
- Continuous alertness and attention to detail, concentration and ability to perform mathematical calculations to produce accurate work
- Ability to work and effectively communicate with leadership and Store Personnel on time-sensitive matters.
PHYSICAL DEMANDS
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully . Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee is frequently required to stand , walk , use hands to finger, handle, or feel , and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and color vision.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, extended period of sitting, walking, working on the computer and telephone. The employee is frequently exposed to moving mechanical parts and fumes or airborne particles in the service bay area, occasionally moving vehicles. The noise level in the work environment is usually moderate in the service bay area. Appropriate clothing and closed-toed shoes must be worn at all times.
