Service Advisor

Job Description

Job Title:               Service Advisor

Department:          Service

Reports To:           Service Manager

FLSA Status:         Exempt

SUMMARY 

Through Utilizing the appointment system, Sells and schedules needed service work in the service department.

ESSENTIAL DUTIES include the following. Other duties may be assigned. 

Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible. Have customer sign the write up authorizing work to be done. Explains all diagnostic fees. 

Greets customers on the service drive at the vehicle in a timely, friendly manner and obtains vehicle information. 

Writes up customer's vehicle problems accurately and clearly on repair order including performing the 360 degree vehicle walk around, raising the hood, and explaining the Kia/ Mazda Evaluation. 

Test drives the vehicle with customer as needed to confirm the problem or refers to test technician (This should only be done with service manager approval and when service drive has coverage.). 

R.O.’s must have a signed write up sheet, Kia/ Mazda Warranty validation, History, and Kia/ Mazda Evaluation attached.

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. 

Establishes "promised time." Checks with dispatcher, if necessary. 

Obtains customer's signature on repair order; provides customer with a copy. 

Establishes customer's method of payment. Obtains credit approval, if necessary.

Notifies dispatcher of incoming work.

Checks on progress of repair throughout the day at a minimum of twice a day at 10am and 2pm. 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.

Implements and maintains a service marketing program.

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.

Keeps service department forms, menus and pricing guides up-to-date.

Explains completed work and all charges to customers. 

Implements a quality control process to eliminate comebacks. (a comeback is a vehicle that is back with the same symptom with in 90 days or 4,000 miles of the last repair)

Maintains high customer satisfaction standards. 

Handles telephone inquiries regarding appointments and work in process.

Inspects all vehicles for body work, informs customer if work is needed, and provides an estimate for body work. 

Supervises all cleaning and prepping of new and used vehicles. 

Maintains a professional appearance. 

Keeps work area clean.

MARGINAL DUTIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

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. 

CERTIFICATES, LICENSES, REGISTRATIONS

Workplace Hazardous Materials

Valid Driver's License

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to taste or smell. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts and outside weather conditions. The employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually loud.

This is not necessarily an exhaustive list of responsibilities, skills duties, requirements, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, rush jobs, or technological developments).