Job Description

Overview

The Service Advisor is the center of communication for all repair activities and the liaison between customers and the dealership. Dealership associates in this position have great influence on customer satisfaction, retention and profitability.

Major Areas of Responsibility

• 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 work 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.
• 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. 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.
• Keeps service department forms, menus and pricing guides up to date.
• Maintains high customer satisfaction standards.
• Performs cashiering duties.
• Handles telephone inquiries regarding work in process.
• Inspects all vehicles for body work, informs customer if work is needed, and provides an estimate for body work.
• Actively delivers each client, reviews all paperwork and advises client of potential survey.
• Maintains a professional appearance.
• Maintains a clean and professional work environment.
• Performs other job-related duties as assigned.

Required Knowledge, Skills, And Abilities

• Broad knowledge and experience in Sales; above average organizational skills; demonstrated ability to multitask; general knowledge of cars.
• Specialized training in Toyota processes a plus.
• Associate degree or equivalent from two-year college or technical school.
• Two years related experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Required Certificates, Licenses, Registrations

• Automotive Service Excellence (ASE) Certifications (CI) Preferred
• Manufacturer Training
• Valid Drivers License

Physical Demands

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and vehicles. The noise level in the work environment is usually quiet to moderate.

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