What are the responsibilities and job description for the Service Advisor position at THOMAS SUBARU OF CUMBERLAND LLC?
Description
Position Information: The full time Service Advisor is responsible for assisting customers with automotive services and repairs. The service advisor coordinates the completion of the requested and recommended services by communicating with the consumer, technician responsible for the completion of the work order and the parts department.
Primary Areas of Responsibility:
- Exemplify the Thomas Automotive Core Values: Positive, Trustworthy, Motivation, Compassion, and Dedication
- Understand the Thomas Core Focus of “Bringing Integrity to the Automotive Industry” and “Building Trust and Confidence through Exceptional Service”
- Learn, Understand, and incorporate the Thomas philosophy of doing business into all daily activities related to customer and coworker relationship management
- Be a great team member
- Successfully Maintain the following accountabilities
- Greet all customers in Drive with a smile
- Vehicle walkaround inspection with every customer
- Present vehicle inspection results (MPI) to customer
- Timely customer follow-up and status communication
- Customer Retention
- Keep OEM training current
Duties and Responsibilities:
- Greet every customer, every day
- Maintain high ethical standards when dealing with customers, co-workers and vendors
- Put safety first. Adhere to all Safety Policies, Procedures and Personal Protective Equipment standards
- Complete vehicle walkaround inspection with every customer
- Present MPI results to customer and suggest additional repairs as necessary
- Ensure customer satisfaction and retention by verifying satisfaction of work performed and scheduling next appointment, if applicable
- Ensure all applicable OEM training is completed in a timely manner
- Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system
- Maintains automotive records by recording problems and corrective actions planned
- Verifies warranty and service contract coverage
- Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles
- Assist customers and staff with the selection of required parts, suggest companion requirements, offer specials, and ensure that the customer is exposed to the full product line
- Answers telephones, manage and resolve customer calls, providing price quotes and other information
- Follow up with customer calls where necessary
- Assist as needed in other areas of Fixed Operations to help grow the overall business, and ensure 100% customer satisfaction
- Maintain a safe and clean workspace, as well as ensuring the entire facility is orderly, clean and free of hazards
Requirements
Qualifications: High school diploma or the equivalent. Service technician or advisor experience preferred. Valid driver's license in state of residence and a good driving record. Ability to read and comprehend instructions and information. Strong verbal and written communication skills. Excellent listening skills and attention to detail. Knowledge of customer service principles and practices. Good data entry, typing and organizational skills.
Working Conditions: Will stand and move throughout the service department and repair shop for most of the shift. Will spend some time outdoors working with customer vehicles that are in service department. Evening, holiday and weekend work hours will be required. S/he will be exposed to noise, vibration, dust, exhaust fumes, and other hazardous and nonhazardous materials. The Service Advisor will be required to wear a dealership uniform at all times.
Note: This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, work load, rush jobs, or technological developments).
Thomas Automotive is an Equal Opportunity Employer
