Title:  Service Advisor

Duties and Responsibilities:

• General:

• Maintain Customer Satisfaction Index rating at least comparable to that of the manufacturer, zone or branch averages.
• Maintain a dealership-prescribed standard for “hours per customer repair order written”.
• Understand and follow local regulations such as those governing the disposal of hazardous wastes.
• Ensure that all documents are accounted for.
• Accomplish the forecast that has been established by the General Manager, Service Manager.

• Customer-related:

• Greet customers in a timely, friendly manner. Let customers who are waiting in line know that they will be helped soon.
• Schedule appointments using dealership-approved forms.
• Assign sequence numbers to each customer’s repair order.
• Communicate with service customers to determine the nature of the mechanical problem(s).
• Obtain customer and vehicle data.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus.
• Lift the hood of every vehicle and look underneath for potential additional revenue.
• If additional work is needed, explain the details to the customer, including the additional cost and time considerations.

• Indicate on repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders must be legible.
• Notify workshop job controller or workshop foreman of incoming work and keep in touch with them to follow up the job status (work in progress).
• Provide estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later by phone, for approval.
• Establish each customer’s method of payment. Obtain approval of credit, if necessary.
• Obtain customer’s signature on repair order; provide customer with a copy.
• Follow up progress of each repair order during the day. Contact customers by telephone regarding any changes in the estimate or time promised. Record changes on repair order in approved fashion.
• Handle telephone inquiries regarding work in process and appointments.
• Compare final invoice with original repair order.
• Analyze quality control report.
• Deliver vehicle to customer and answer any questions.
• Maintain follow-up program on additional items found in need of repair.
• Keep Quick Pricing Guide, Signals Checklist, Maintenance Menus, and other service department forms up-to-date.
• Be responsible for quality control, to ensure that work is completed as requested and to reduce comebacks.
• Inspect all vehicles for bodywork, notify the customer that the work is needed, and provide and estimate for body shop work.

Work Experiences:

• Service Advisor

Skills:

Working Conditions: Diploma