Service Advisor

Job Description

Job Description

Title: Service Advisor

Supervisor: Service and Repair Manager

Department: Shop

FLSA Status: Hourly Non-Exempt

Summary/Objective

The Service Advisor position greets customers at the Mechanic shop, listens to concerns and addresses inquiries as necessary, writes reports of a vehicle’s condition, and delivers information to the shop team.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential functions and responsibilities as listed below but not limited to:

Greet and maintain good internal/external customer satisfaction levels by exhibiting competent and timely service, anticipating needs, and resolving problems.

Initiates automotive services and repairs by ascertaining performance problems and services requested.

Act as a liaison between the customers and shop team.

Verifies warranty and service contract coverage, developing estimates, writing repair orders, and maintaining customer rapport and records.

Develops estimates by costing materials, supplies, and labor.

Prepares repair orders (RO) by obtaining required information from internal/external customers, serial/VIN, mileage, hours on hour meters, license plate numbers, model of equipment/vehicles, etc.

Gathers information of customer complaints or concerns by listening and asking detailed questions.

Check equipment service history and enforce maintenance requirements based on mileage or every 60-90 days, whichever occurs first.

Obtains approval signatures and enters RO into service database system.

Maintains customer rapport by explaining estimates and expected return of vehicle, obtaining customer’s approval of estimates, obtaining and providing contact telephone numbers, answering questions and concerns, and arranging towing and temporary transportation.

Maintains close working relationship with shop supervisor, lead mechanic, and mechanics for status of repair.

Maintains data specific to the Company’s Fleet Management Software

Updates job knowledge by participating in educational opportunities and reading manufacturers’ publications.

Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Review L.R.O. (Look up Open Repair Oders) on the database system at least once a week regarding status of equipment

Assists with miscellaneous duties (i.e. typhoon preparations, housekeeping, keep the right of area station in an orderly manner, etc)

Reviews ROs before they are turned in before closing

Review after closing to ensure charges are correct

Perform other reasonably related duties as may be assigned.

Knowledge, Skills, and Abilities

Equipment Maintenance

Problem Solving

Reporting research results

Quality Focus

Productivity

Estimating

Product Knowledge

Customer Service

Safety Management

Maintain professional composure in stressful situations

Strong and verbal and written communication skills

Proficiency in Microsoft Applications (Particularly Office Excel/Word)

Prioritize key tasks to deliver objectives in a timely manner

Education and Experience Requirements

High school diploma, GED, or equivalent

2-plus years of experience in a service advisor role strongly preferred

Experience or certification with specific manufacturer is a bonus

Computer and point-of-sale proficiency

Previous customer service experience

Valid driver’s license with an acceptable and clean driving record driving record

Supervisory Responsibility

This position does not have any supervisory responsibilities.

Work Environment

This job operates in a Shop and Field environment. This role routinely is exposed to heat, humidity, and light to moderate rain. The position requires the knowledge in the use of standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

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.

Position Type/Expected Hours of Work

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilitie, and activities may change at any time with or without notice

This is a full-time position. Days and hours of work are Monday through Friday, 7:30 a.m. to 5:00 p.m. and or as required to deliver the objectives

Full-time