The Service Advisor is 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. The Service Advisor is the dealership's first-line customer relations and service sales representative. RESPONSIBILITIES:
Communicate with service customers to determine the nature of the mechanical problem. Listen to and help interpret customer's statements accurately.
Secure agreement from customers before repairs begin; cover cost estimate; and approximate time when vehicle's work will be completed
Obtain customer and vehicle data. Secure method of payment.
Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications, using maintenance menus.
Point out additional needed service work and actively promote service sales.
Understand and follow federal, state and local regulations, such as those governing the disposal of hazardous wastes, OSHA right-to-know etc.
Ensure that all Repair Orders are accounted for.
If additional work is needed, explain the details to the customer, including the additional cost and time consideration and document properly on the Repair Order.
Identify on Repair Order if repairs need special handling such as a special problem, repeat repair, rush or customer waiting.
Provide estimates of labor and parts. If cost cannot be determined, leave open and contact customer later for approval.
Obtain customer's signature on Repair Order.
Set a time with the customer when they will be called to discuss the status of their vehicle.
Follow up progress of each Repair Order during the day. Contact customer by telephone regarding changes in the estimate or time promised. Record changes on Repair Order in approved fashion.
Handle telephone inquiries regarding work in process and appointments and return phone messages promptly.
Deliver vehicles to customers and answer any questions. Review work performed and explain charges or coverage.
Interpret warranty information and policies to customers.
On completion of work, Repair Orders must be closed in a timely and efficient manner.
Report to management any situation or condition that jeopardizes the safety, welfare or integrity of the dealership, its personnel or customers.
High school diploma or the equivalent
Minimum 2 years’ service advisor experience. (Preferably in a high line brand)
Excellent oral and written communication skills
Proficient knowledge of dealership's computer systems
Must have valid in-state driver's license and have and maintain an acceptable, safe driving record and safe driving habits in order to drive both customer vehicles and a demonstrator vehicle
Must be insurable
Must be a team player with impeccable honesty and integrity
Maintain a high level of professional personal appearance and conduct
Ability to collaborate with the public, sometimes with several customers at a time