Service Advisor

DEPARTMENT: SERVICE
POSITION: SERVICE ADVISOR

Job Objective: To be liaison between customer and dealership on all customer repair jobs, writing accurate repair orders and communicating with customers and service department throughout the repair process. Customer service is top priority, doing everything necessary to make the customer’s experience as pleasant as possible.

Reports to: Service Manager

Core tasks for which this job is responsible:

Daily:

• Insure that all information needed for a Repair Order is collected.
  o Ask necessary questions to describe/clarify customer’s complaint.
• Answer incoming Service Department phone calls promptly & professionally.
• Explain Repair Order to customer and cashier invoice.
• Write up Repair Orders correctly and in a timely manner.
• Inform Shop Foreman/Service Manager of any new information from customer.
• Update customer with status of vehicle on a regular basis.
• Receive estimates from Shop Foreman and contact customer for approval.
• Keep complete and accurate notes in decisive, documenting entire repair process.
• Make necessary edits to Repair Orders and close Repair Orders.
  o No open Repair Orders for more than 30 days after work completion unless we are waiting on payment.
• Explain Repair Order to customer and direct or escort customer to cashier.
• Thank customer for business and return keys after customer has paid.
• Review all open RO’s and update customers as needed.
• Help prepare estimates for repair.
• Enter Express Assessment updates in Daimler system consistently.

Weekly:
o Meet with Service Manager/Shop Foreman to discuss any Repair Order issues.
o Review all Repair Orders waiting on payment.

As Needed:
o Perform training & insure all training requirements are met
o Any other duties required from time to time by the Service Manager/Shop Foreman to operate a successful service department and truck dealership.

Desirable entry level requirements:

o Minimum 1 year experience in a heavy truck service department or customer service position.
o High school diploma or equivalent.
o Some technical experience or knowledge.
o Good interpersonal skills/customer relationship skills.
o Good organizational skills.
o Positive attitude and ability to not let negativity from others keep your attitude from being positive.