Service Advisor

Job Title: Service Advisor

Department: Service

Reports to: Service Manager

FLSA Status: Exempt

Position Summary

Under the Supervision of the Service Manager greets customers, listens to their description of the problems or service needed, determines the type of service required and prepares repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and telephone the customer for permission to do the work. They also advise customers on other available services. Additional duties may be assigned based on the needs of the company.

Essential Duties and Responsibilities:

• Advises customers about necessary service for routine maintenance.

• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.

• Confers with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs.

• Prepares a repair order showing time, cost and labor estimates for service.

• Writes a brief description of the customer’s concern on the repair order to help the technician locate the problem.

• Explains the work performed and the repair order charges to the customer.

• Handles customer complaints.

• Schedules service appointments.

• Obtains customer and vehicle data prior to arrival when possible.

• Greets customers in a timely, friendly manner and obtains vehicle information.

• Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.

• 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.

• Establishes “promised time.” Checks with dispatcher, if necessary.

• Obtains customer's signature on repair order; provides customer with a copy.

• Establishes customer's 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 estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.

• Implements and maintains a service marketing program.

• Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate.

• Ensures that vehicles are parked in assigned areas. Makes sure they are locked, and all keys are marked and put away correctly.

• Keeps service department forms, menus and pricing guides up to date.

• Implements a quality control process to eliminate comebacks.

• Maintains high customer satisfaction standards.

• Handles telephone inquiries regarding appointments and work in process.

• Inspects all vehicles for body work, informs customer if work is needed and provides an estimate for body work.

• Maintain a cooperative manner with other employees

• Any other duties as assigned by management

• Employee must clock in at the beginning of each shift and clock out at the end of each shift.

Supervisory Responsibilities:

This position has no supervisor responsibilities

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 the essential functions.

This is a safety sensitive position that may require driving for company business, so the individual must be insurable through the MVD.

Education and Experience:

High school diploma, GED or an equivalent combination of education and experience, is required. Two years related experience required. A current valid NM Driver’s License and a clean driving record is required.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel and use a computer. The employee frequently is required to talk, hear and reach with hands and arms. The employee must bend, stoop, and crouch to assess vehicle issues. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

While performing the duties of this job, the employee is regularly exposed to car fumes and loud noises from vehicle motors.