Job Title: Service Advisor
Department: Service
Reports To: Asst. Service Manager and above
SUMMARY
Service Advisor greet customers enthusiastically and with a handshake. Actively listen to their
description of the problems or service needed while maintaining eye contact to 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 contact the customer for
permission to do the work. They also advise customers on other available services.
ESSENTIAL DUTIES
• Essential Duties include the following. Other duties may be assigned.
• 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.
• Uses the MPI form and 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 clear concise 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 or involves Management when needed.
• Schedules service appointments. Obtains customer and vehicle data prior to arrival
when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Runs a service comm on every repair order, checking for recalls, warranty contracts and
if valid not cancelled and lastly warranty eligibility and in service dates.
• Test drives the vehicle with customer as needed to confirm the problem or refer to
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.
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• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes “promised time.” Checks with team lead, 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.
• 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 and makes
all notations or approvals on repair order using proper boxes.
• Reviews repair orders to ensure that work is completed and additional work and
authorization is noted. Ensures repair order is in proper order and has all attachments
and print out needed. Closes repair order as appropriate.
• Maintains high customer satisfaction standards (Minimum 80.0% and 7 returned
surveys)
• 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 if requested.
• 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.
• Immediately report to management any situation or condition that jeopardizes the
safety, welfare, or integrity of the dealership, its employees, or customers.
• Comply with all company policies as required. ie: Meal and rest period policy,
timekeeping, etc. Please refer to the Employee Handbook for further detail.
• Complete all required HR training modules in KPA
• Complete all required certification courses respective to position.
• Maintain a valid driver’s license and immediately inform management of any changes in
its status.
• Keeps work area clean and tidy.
• Maintain a professional appearance. ie: a high level of personal grooming, hygiene, and
uniform appearance. See Employee Handbook for more detail.
• Other tasks as assigned and/or required by business need.
MARGINAL DUTIES
Marginal Duties include the following. Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES
QUALIFICATIONS
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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.
EDUCATION and/or EXPERIENCE
• Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months
to one year related experience and/or training; or equivalent combination of education and
experience.
• Bachelor's degree (B.A.) from four-year college or university; or one to two years related
experience and/or training; or equivalent combination of education and experience.
• Two to four years 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.
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 percent and to draw and
interpret bar graphs.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions,
percentages, area, circumference and volume. 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 solve practical problems and deal with a variety of concrete variables in situations
where only limited standardization exists. Ability to interpret a variety of instructions furnished
in written, oral, diagram or schedule form.
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to
interpret an extensive variety of technical instructions in mathematical or diagram form and
deal with several abstract and concrete variables.
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CERTIFICATES, LICENSES, REGISTRATIONS
• Automotive Service Excellence (ASE) Certifications
• Service Advisor ASE
• Manufacturer Training
• Valid Driver's License and Insurable driving record
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.
NOTE: This is not an exhaustive list of responsibilities, skills, duties, efforts or working
conditions associated with the job. While this list is intended to be an accurate reflection of the
current job , the dealership reserves the right to revise the functions and duties of the job or to
require that additional or different tasks be performed when circumstances change (i.e.
emergencies, changes in personnel, work load, rush jobs, or technology developments).
I have carefully read and understand the contents of this job description. I understand the
responsibilities, requirements and duties expected of me. I also understand that this job
description does not constitute a contract of employment nor alter my status as an at-will
employee. I have the right to terminate my employment at any time and for any reason, and
the dealership has a similar right.