Automotive Service Advisor

Summary

 The service advisor works with the customer, service technicians and dispatcher to sell and schedule service work in the service department.

 

Core Responsibilities

 Schedule service appointments, prepare service order by retrieving owner/vehicle history in advance of arrival, and field phone inquiries about the service.

 

Service advisor may be required to:

·         Welcome customer, record mileage, and test drive vehicle to evaluate current service need, if applicable.

·         Recommend additional service as indicated in service history or vehicle inspection, and counsel customers on benefits of maintaining their vehicles in accordance with manufacturer's specifications.

·         Prepare detailed repair order, with estimate for parts and labor, and obtain customer's signature.

·         Assist customer in obtaining credit approval if requested.

·         Coordinate with dispatcher to determine completion "promised time."

·         Oversee repair progress, and notify customer of any changes. Receives prior authorization from customer before performing additional repairs.

·         Ensure customer vehicles are secured and parked in proper location, with keys labeled and locked in separate location.

·         Ensure repair order itemizes all work, including additional authorized work, and closes or adjusts order as appropriate.

·         Evaluate vehicle for paint and body damage, and provide estimate where applicable.

·         Discuss work completed and associated charges with customer.

·         Supervise technician assigned to clean/modify/repair new or used vehicles.

·         Ensure pricing information and forms are kept current.

·         Create and manage service marketing program.

·         Maintain quality standards to eliminate revisits, and maximize customer satisfaction.

 

 In addition, service advisor should:

·         Possess basic math skills.

·         Be capable of speaking with customers or employees; reading/understanding manuals, operating and maintenance instructions, and safety regulations; and writing reports and other correspondence.

·         Be professional and courteous in attitude, wardrobe and grooming.

·         Keep work area clean and orderly.

·         Complete other duties as assigned.

Education and/or Experience

 Certificate or Associate's degree from a two-year college/technical school, 3-6 months work-related experience/training, or an equivalent combination.

Certificates, Licenses, Registrations, Manufacturer Training

·         Automotive Service Excellence (ASE) Certifications

·         Manufacturer Training

·         Paint Manufacturer Training

·         State Emission Certification

·         State Vehicle Inspector Certification

·         Valid Driver's License



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