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About the Role

The Service Advisor is responsible for scheduling service work and selling additional services to customers within the service department.

Responsibilities

• Maintain Customer Satisfaction Index rating within the top 10% of group.
• Maintain a dealership assigned standard for “hours per customer repair order written”.
• Ensure all documents are accounted for.
• Sell at least 100% of available hours per day.
• Support and endorse dealership policies and procedures.
• Greet customers in a timely, friendly manner.
• Schedule appointments using dealership DMS.
• Communicate with service customers to determine the nature of mechanical problems and provide information to technicians.
• Refer test-drives to technicians.
• Advise customers on vehicle care and maintenance according to manufacturer specifications.
• Explain additional work needed, including cost and time considerations.
• Indicate exact repair instructions on repair orders, noting the main reason for the visit.
• Notify team leader of upcoming work.
• Provide estimates for labor and parts.
• Establish each customer’s method of payment and obtain credit approval if necessary.
• Establish “time promised” and check with the work distribution manager if necessary.
• Obtain customer signature on each repair order and provide a copy.
• Follow up on repair order progress and contact customers regarding estimate or time changes.
• Handle telephone inquiries regarding work in progress and appointments.
• Ensure quality check in problem vehicles.
• Be available to answer questions at vehicle delivery.
• Maintain a follow-up program on additional items found in need of repair.
• Inspect completed repair order hard copies carefully before closing out.
• Record operation and failure codes for all warranty claims in the computer.
• Get approval for all internal work.
• Perform active delivery.
• Call all Special Order Part customers daily.
• Inform customers of all warranty and non-warranty work.
• Keep advisor area clean.
• Get customer approval before work is performed and document approval with time and date.
• Wear name tags and uniform.
• Get manager’s approval for all non-warranty, good will, and rental vehicles.

Requirements

• Valid New York State Driver License.

Skills

• Strong interpersonal and communications skills.
• Ability to prioritize and organize work in a multitasked environment.
• Excellent verbal and written communication skills.
• Attention to detail.
• Strong organizational skills including the ability to manage multiple tasks and details simultaneously.
• Ability to work productively in a fast paced, stressful environment.

Location

• Dealership setting

Work Type

• Full-time
• Occasional weekend and evening hours

Experience Level

• One year dealership experience preferred

Education Level

• High School Diploma or General Educational Diploma (GED)

About the Company

• Work is performed in a dealership setting (lot, showroom, service department and offices).

Equal Opportunity

• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.