Service Advisor

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. A service adviser liaises between the customer, tech, and OEM to ensure consistent, accurate vehicle repairs and provide excellent customer service.

DUTIES include the following. Other duties may be assigned

• Reviews client and vehicle data before arrival when possible.
• Greetings clients in a timely, friendly manner and obtains vehicle information. Writes up client's vehicle problems accurately and clearly on repair order. (Mandatory usage of dealerlogix if the dealer is currently using that platform.).
• Performs confirmation test drive with the customer to confirm concern and ensure accurate diagnosis.
• Advises clients on the care of their cars and the value of maintaining their vehicles following manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes "promised time."
• Obtains client's signature on repair order; provides the customer with a copy. Establishes client's method of payment.
• Checks on the progress of repair throughout the day. Contact the client regarding any changes in the estimate or promised time, explain cost and time requirements in detail, and get proper authorization before additional repairs occur.
• Ensure that we confirm the correct pay type during the write-up. If Service contact or warranty service, ensure that proper authorization is obtained for repairs.
• Ensure proper write-up during check-in including vehicle walk-around and presentation.
• Ensure that all repair orders are audited the day before for accuracy and that we are prepared for the next day.
• Implements and maintains a service marketing program. Ensure that the team is part of the Sales to Service Handoff.
• Review repair orders to ensure work is completed and additional work and authorization are noted. Closes repair order as appropriate. All repair orders must have a customer signature/authorization before any repairs.
• Ensures that vehicles are parked in assigned areas. Ensure they are locked, and all keys are marked and put away correctly.
• Keeps service department forms, menus, and pricing guides up to date. Explain completed work and all charges to the client.
• Maintain 1.5 hour per repair order and $180 overall ELR average.
• Implement a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards. Meets or exceeds CSI/KPI requirements by both the dealership and OEM.
• Handles telephone inquiries regarding appointments and work in process.
• Keeps up with all Manufacturer training, KPA safety compliance training, OEM training, and Ninjio IT security on a timely basis.
• Keeps work area clean.

Must have a valid Drivers License with an acceptable Drivers Abstract.

Benefits:

Excellent benefits, including medical, dental, vision insurance coverage, 401(K) for qualified employees.