What are the responsibilities and job description for the Service Advisor position at Anderson Automotive Group?
Summary
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.
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 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.
- 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.
- Implements a quality control process to eliminate comebacks.
- 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.
- Maintains a professional appearance.
- Keeps work area clean.
- Other tasks as assigned
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
Language Skills
Mathematical Skills
Reasoning Ability
Certificates, Licenses, Registrations
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.
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.
Why Automotive :
Career growth : Endless opportunities for career development within our organization, with development programs and training to get you where you want to be.
Stability : Even through these uncertain times, Anderson Automotive Group was able to continue to provide excellence in our communities
Technology : There is no industry more exciting than Automotive. From keyless entry vehicles to electric cars, there is always something new happening in the industry. You can be a part of these exciting changes.
