Service Advisor

Service Advisor

Requirements

• Six months to one year of related experience and/or training preferred
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals
• Ability to apply common sense understanding to carry out instructions in written or oral form
• Ability to interpret instructions in written, oral, diagram, or schedule form
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Manufacturer Training

Responsibilities

• Greet customers, listen to their description of the problems or service needed, determine the type of service required, and prepare repair orders
• Advises customers about necessary service for routine maintenance
• Prepares a repair order showing time, cost and labor estimates for service
• Handles customer complaints-elevates as necessary
• Greets customers in a timely, friendly manner and obtains vehicle information
• Provides a complete and accurate written cost estimate for labor and parts
• Checks on the progress of repair throughout the day
• Contacts customers regarding any changes in the estimate or estimated time
• Explains cost and time requirements in detail and gets proper authorization before any additional repairs are performed
• Establishes ‘estimated time’
• Obtains the customer’s signature on repair order; provides the customer with a copy
• Establishes customer’s method of payment
• Obtains credit approval, if necessary
• Reviews repair orders to ensure that work is completed and additional work and authorization are noted
• Closes repair order as appropriate
• Helps identify a mechanical problem by questioning the customer
• Confers with customers about inspection results, recommend corrective procedures, and prepare the work order for needed repairs
• 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
• Schedules service appointments
• Obtains customer and vehicle data prior to arrival when possible
• Maintains high customer satisfaction standards
• Processes/Receives payments from customers as needed
• Handles telephone inquiries regarding appointments and work in the process
• Maintains a professional appearance
• Advises customers on the care of their trucks and the value of maintaining their vehicles in accordance with manufacturers’ specifications
• Keeps work area clean
• Other duties may be assigned

Preferred Qualifications

• Six months to one year of related experience and/or training preferred