Careers - Service Advisor
Service Advisor Job Description
Automotive service advisors greet customers, listen to their description of the problems or service needed, determine the type of service required and prepare repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and telephone the customer for permission to do the work. They also advise customers on other available services.
Automotive Service Advisor – Essential Duties
- Advises customers about necessary service for routine maintenance.
- Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
- Confers with customers about inspection results, recommend corrective procedures and prepare repair order for needed repairs.
- Prepares a repair order showing time, cost, and labor estimates for service.
- 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.
- Handles customer complaints.
- Schedules service appointments.
- Obtains customer and vehicle data prior to arrival when possible.
- Greets customers in a timely, friendly manner and obtains vehicle information.
- Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.
- Refers to service history, inspects vehicle, and recommends additional needed service.
- Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications.
- Provides a complete and accurate written cost estimate for labor and parts.
- Obtains customer’s signature on repair order.
- Establishes customer’s method of payment. Obtains credit approval, if necessary.
- Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
- Reviews repair orders to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate.
- Ensures that vehicles are parked in assigned areas. Makes sure they are locked, and all keys are marked and put away correctly.
- Implements a quality control process to eliminate comebacks.
- Maintains high customer satisfaction standards.
- Handles telephone inquiries regarding appointments, work in process and quotes.
- Maintains a professional appearance.
- Keeps work area clean.
- Other tasks as assigned.
Qualifications:
- Two to four years related experience and/or training; or equivalent combination of education and experience.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
- Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Automotive Service Excellence (ASE) Certifications are not required however, beneficial to the position.
- Valid Driver’s License
