Automotive Service Advisor

Service Advisor is the primary liaison between customers and the service workshop. They manage the entire customer experience—from vehicle intake and cost estimation to communicating technical diagnoses and delivering the completed car.DUTIES AND RESPONSIBILITIES:Maintain Customer Satisfaction Index rating at least comparable to that of the manufacturer, region, or branch average.Ensure that all documents are accounted for.Greet customers in a timely, friendly manner. And let customers that are waiting in line know that they will be helped soon.Obtain and verify customer and vehicle information.Communicate with customers to determine the nature of the mechanical problem(s).Advise customers on the care of their vehicles and the value of maintaining their vehicles in accordance with the manufacturers’ specifications, using maintenance menus.Perform walk around inspection and document any dents, dings, scratches or other signs of damage to vehicles prior to customer leaving.Indicate on repair order the exact repair instructions, making special note of the main reason(s) the customer brought the vehicle in. Repair orders must be legible, and in complaint form.If additional work is needed, explain the details to the customer, including the additional cost and time considerations.Provide an estimate for labor and parts. If the cost of service cannot be established during reception, leave open and contact customer later by phone for approval.Establish “time promised” with the customer.Communicate with Team Leader as to what repairs are needed, and when vehicles will be completed.Obtain customers signature on all repair orders.Follow up progress of each repair order throughout the day. Contact each customer regarding any changes in estimates or promise times.Handle telephone inquiries regarding work in process.Be partially responsible for quality control, to ensure that work is completed as requested and reduce comebacks.Deliver vehicle to customer and review the invoice with them and answer any questions they may have.Maintain a follow-up program on additional items found in need of repairQUALIFICATIONS:Must have a high school diploma or equivalent.Must have the ability to read and comprehend instructions and information.General knowledge of vehicle mechanical operations.Sales experience preferred.Must have a professional personal appearance.Excellent oral and written communication skills.Valid driver’s licenseMust have a minimum of 3 years dealership experience.