Service Advisor

Description

SUMMARY

Sells and schedules needed service work in the service department.

ESSENTIAL DUTIES include the following. Other duties may be assigned.

• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Writes up customer's vehicle problems accurately and clearly on repair order.
• Test drives the vehicle with customer as needed to confirm the problem or refers 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.
• Explains completed work and all charges to customers.
• 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.
• Supervises all cleaning and prepping of new and used vehicles.
• Maintains a professional appearance.
• Keeps work area clean.

MARGINAL DUTIES include the following.

Other duties may be assigned.

Qualifications

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

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Two to four years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Automotive Service Excellence (ASE) Certifications

     Automatic Transmission/Transaxle Certification for Auto/Light Truck

     Brakes Certification for Auto/Light Truck

     Electrical/Electronic Systems Certification for Auto/Light Truck

     Engine Performance Certification for Auto/Light Truck

     Engine Repair Certification for Auto/Light Truck

     Heating and Air Conditioning Certification for Auto/Light Truck

     Manual Drive Train and Axle Certification for Auto/Light Truck

     Suspension and Steering Certification for Auto/Light Truck

     Damage Analysis and Estimating Certification for Collision Repair

     Mechanical and Electrical Components Certification for Collision Repair

     Non-Structural Analysis and Damage Repair Certification for Collision Repair

     Painting and Refinishing Certification for Collision Repair

     Structural Analysis and Damage Repair Certification for Collision Repair

    Assembly Specialist Certification for Engine Machinist

     Cylinder Block Specialist Certification for Engine Machinist

     Cylinder Head Specialist Certification for Engine Machinist

    Brakes Certification for Medium/Heavy Truck

     Diesel Engines Certification for Medium/Heavy Truck

     Drive Train Certification for Medium/Heavy Truck

     Electrical/Electronic Systems Certification for Medium/Heavy Truck

     Gasoline Engines Certification for Medium/Heavy Truck

     Heating, Ventilation, and Air Conditioning Certification for Medium/Heavy Truck

     Preventive Maintenance Inspection Certification for Medium/Heavy Truck

     Suspension and Steering Certification for Medium/Heavy Truck

    Automobile Parts Specialist Certification

     Medium/Heavy Truck Parts Specialist Certification

     Air Conditioning Certification for School Bus

     Body Systems and Special Equipment Certification for School Bus

     Brakes Certification for School Bus

     Diesel Engines Certification for School Bus

     Drive Train Certification for School Bus

     Electrical/Electronic Systems Certification for School Bus

     Suspension and Steering Certification for School Bus

    Advanced Series - Automobile Advanced Engine Performance Certification

     Advanced Series - Truck Advanced Electric Diesel Engine Diagnosis Certification

     Light Vehicles - Compressed Natural Gas Certification for Alternate Fuels

    I-CAR Certificate of Advanced Training

     Advanced Vehicle Systems

     Aluminum Repair, Replacement and Welding

     Collision Repair 2000

     Detailing

     Electronics for Collision Repair

     Executive Seminar

     Finish Matching

     Glass Replacement

     Plastic Repair

     Steering and Suspension

     Understanding Collision Repair

     Workplace Hazardous Materials

    Manufacturer Training

    Paint Manufacturer Training

    State Emission Certification

    State Vehicle Inspector Certification

Valid Driver's License

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.

Salary : $33,280 - $150,000