Are you seeking a fulfilling career where exceptional customer service drives success? Join our dynamic team at the forefront of automotive excellence as a Service Advisor, where your dedication will make a meaningful impact on every customer interaction. Previous experience and knowledge in the automotive industry is preferred.Purpose of the PositionAutomotive service advisors greet customers, listen to their description of the problems or service needed, determine the type of service required and prepare 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. Service advisors are responsible for service sales and gross profit, and for proper handling of service customers. By his/her actions, the service advisor influences the volume of service business and plays a key role in ensuring customer satisfaction.Essential Duties
- Advises customers about necessary service for routine maintenance for their vehicle and the value of maintaining their vehicles in accordance with manufacturers' specifications
- Helps identify a mechanical problem by questioning the customer or doing a visual inspection and/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, interprets warranty information and policies as needed
- Identify ROs that require special handling such as rush, customer waiting, special problems, comebacks, etc.
- Handles customer complaints with assistance from Service Manager as needed
- Schedules service appointments using dealership approved tools
- 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
- 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.
- Establish customer's method of payment when necessary. Obtains credit approval, if necessary.
- 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.
- Utilizes dealership approved tools and processes to communicate multi-point inspection including photos and videos when appropriate
- Coordinates with the Parts Department to facilitate installation of special order parts and schedule customers for repair in a timely fashion
- Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate in a timely, efficient manner.
- Review repair order for warranty compliance to ensure all necessary information and documentation is present
- Ensures that vehicles are parked in assigned areas. Make sure they are locked and all keys are marked and put away correctly.
- Responsible for quality control to ensure work is completed as requested and implements a quality control process to eliminate comebacks. Performs quality control post repair test drive on vehicles as needed.
- Maintains high customer satisfaction standards
- Keep Service Manager informed of all problems & potential problems involving repairs, customers & equipment
- Handles telephone inquiries regarding appointments and work in process
- Inspects all incoming vehicles for damage, informs customer of work needed and provides an estimate for body work if requested
- Perform active delivery of vehicle to customer upon completion of repair and answers any questions
- Maintains a professional appearance
- Keeps personal work area clean and organized
- Other tasks as assigned
- Adherence to Dale Howard Auto Center core values for all decisions, actions and interactions
Other Responsibilities
- Participation in dealership promotions and/or programs as needed
- Participation in and completion of department and role specific training opportunities provided by the dealership
- Refer leads and prospects to the vehicle sales department
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.
- H.S.diploma or the equivalent
- Ability to read & comprehend instructions & information
- Two years of experience in a dealership / service facility position preferred
- General knowledge of mechanical operations
- ASE certification preferred
- Sales experience preferred
- Valid Driver's License
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.