What are the responsibilities and job description for the Service Advisor position at Eastern Truck and Trailer?
Summary : To serve as a liaison between the customer and the service department on requested repair, warranty and preventive maintenance service orders on automobiles by performing the following duties.
Duties and Responsibilities include the following. Other duties may be assigned.
1. Performs lot inspection upon arrival to shop. Email to
2. Greet customers as they enter the building.
3. Updates existing customers of equipment status in or on lot via phone or email. Make notations
of person talked to and time / date
4. Schedules service appointments.
5. Greets customers in a timely, friendly manner.
6. Writes up customer's vehicle problems accurately and clearly on repair order. Have customers
sing off on paperwork
7. Gathers all vehicle information, customer billing information, how invoice will be paid, especially inquire if they will be using 3 rd party billing. Vehicle location on the lot as well as tags vehicle and keys and placing keys on keyboard.
8. Uses tablet to take before and after pictures. Upload all pictures to the R.O. Refer to service history, inspect vehicle while taking before pictures and recommend additional needed repairs.
9. Provides a complete and accurate written cost estimate for labor and parts. If the estimate is over $2000 a 20% deposit must be taken before parts are ordered or repairs begin.
10. Order parts for incoming work orders. Ensures that the PO is included on all parts orders.
11. Receive parts invoices in a timely fashion. Ensures all parts are received to the proper R.O.
12. Obtains customer's signature on repair order and estimate, provides customer with a copy.
13. If a customer is using a 3 rd party for billing, you MUST get approval and in most cases a PO for repairs before ordering parts or beginning repairs.
14. Checks progress of repair throughout the day with the foreman or technician. Contacts customer or 3 rd party biller regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and get proper authorization before any additional repairs are performed. REMEMBER, if a 3 rd party biller is being used, they must approve the additional expense and the owner / operator is to be notified as well. Proactive communication with customers.
15. Reviews repair orders to ensure that work is completed, takes "after" pictures and uploads to R.O. parts are charged out, and additional work and authorization is noted. Ensure that the courtesy check is complete. Close repair order as appropriate.
16. Explains completed work and charges to customers.
17. Collects payment from customers or 3 rd party biller. If a customer is using a 3 rd party biller, you must receive payment before the unit is released. If the customer is a credit account, check their status, ensure they are not past due on payments or over their credit limit. All cash payments must be entered into converge. Credit card payments and checks must have an accompanying Driver's license that are scanned to the customer's billing profile when paperwork is scanned.
18. Once an R.O. is complete, invoiced and payment has been collected ALL documents need to be scanned and attached to the R.O.
19. Maintains high customer satisfaction standards.
20. Handles telephone inquiries regarding appointments and work in process.
21. Keeps service office clean and organized.
22. Reports directly to shop foreman.
23. Timely closing of repair orders. Check these daily. All R.O's should be invoiced on the day of work being completed.
24. Tag keys use matching "hat" tags in the truck.
25. Keep headers in R.O's current. "Waiting for auth", "waiting for parts", "in shop" per task.
26. Keep on top of mechanics logged into "nb". Advise Shop Foreman who is on "nb" so he / she can assign them a different task.
27. Always maintains a neat and orderly work area.
28. Performs A / P and A / R duties as assigned by either department.
29. Finalizes and approves bi-weekly payroll for the shop.
30. Keeps flow board current and up to date, also ensures parts are ordered and advises Shop Foreman any updates on issues.
31. Keeps in constant contact with Shop Foreman. Communicate with Shop Forman throughout the day any updates or changes in the scheduled jobs for repairs or parts issues.
32. Maintains a smooth flow from taking in a customer to the exit and cashing out of each customer.
33. Performs other related duties as assigned.
Skills :
Oral Communication Skills
Written Communication Skills
Customer Relations
Customer Service
Diplomacy
Math Aptitude
Organization
Professionalism
Reading Skills
Time Management
Computer Literacy
Education / Experience :
High School Diploma or Equivalent. Prior customer service experience helpful.
Certifications / Licenses :
Valid Drivers License - Must meet insurance underwriting requirements