Service Advisor

The Advisor creates a warm and welcoming atmosphere for the customer to feel at ease when trusting us to repair and maintain their vehicle. They effectively and efficiently coordinate completion of customer repairs thorough repair order development from opening to closing, accurate assignment of work to technician and continually updating customer with preferred communication method (phone, text, email, or face-to-face if on premises).

Essential Position Functions/Responsibilities:

• Schedules service work for efficient and productive work outcomes
• Greets customers in a timely and friendly manner
• Accurately document customer concerns, technician findings and repair details
• References vehicle history, warranty coverage, open campaigns, etc.
• Clearly explain repairs, costs and timelines to customers
• Obtains customer Purchase Order or documented approval from customer 
• Ensure estimates, invoices and work orders are complete and error-free
• Continually updates customers on repair status

• Responds to telephone and in-person inquiries in a professional manner
• Maintains professional appearance
• Keeps work area clean
• Other duties to meet business requirements

Education/Essential Qualifications:

• High School Diploma or GED
• Practical knowledge and abilities to use computer and computer applications

Key Attributes/Skills/Characteristics:

• Honest, dependable, organized & resourceful
• Strong Communication Skills
• Professionalism and Empathy
• Must be thorough and detail oriented
• Conflict Resolution
• Curiosity and a Desire to learn
• Prioritization skills and the ability to adapt to changing priorities

Preferred Qualifications:

• Understanding of Truck Systems
• Identifies Additional Service Needs
• Warranty and Service Contracts Knowledge
• Experience with Dealer Management Systems, CDK and Decisiv
• Previous Customer Service or Hospitality Industry experience if no prior mechanical or Service Advisor experience

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.

• The employee may on occasion lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.
• The employee is regularly required to use arms, hands and fingers to feel, grasp, push, pull or squeeze and reach.
• The employee is frequently required to stand, walk, sit, talk, climb (into trucks) and hear/listen and may on occasion stoop, kneel, balance or crouch (to assess trucks).

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.

• While performing the duties of this job, the employee is frequently exposed to work near moving mechanical parts and vibration.
• The employee may be exposed to fumes or airborne particles.
• The employee may be exposed to extreme temperatures and conditions due to weather.
• The noise level in the work environment is usually moderate and occasionally loud.

This job description is not designed to contain a comprehensive list of tasks, responsibilities, or duties. Rihm Family Companies reserves the right to amend this document to meet legal, business, and organization requirements as necessary.

Rihm Family Companies is an Equal Opportunity Employer. At RFC we are committed to treating all employees and applicants equitably based upon merit and experience, without regard to race/ethnicity, religion, gender identity/expression, disability, veteran status, or any other legally protected classification.