Reports To
Service Manager
Job Summary
The Service Advisor, under the direction of the Service Manager, will primarily be responsible for initiating services and repairs by understanding performance problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; maintaining excellent customer service.
Job Duties
- Obtains customer and vehicle data prior to arrival when possible
- Greets customers in a timely, friendly manner and obtains vehicle information
- Conduct thorough walk around of guest vehicle, take pictures and videos
- Test drives the vehicle with customer as needed to confirm the problem or refer to technician if tech not available
- Conduct thorough maintenance menu presentation
- Review previously declined services
- Determine if guest vehicle has open recall or prepaid maintenance
- Book customers next service appt as well as ask for their preferred method of contact and communication
- Complete prior day preparation process daily for all next day appointments
- After customers have picked up the vehicles, call them to find out how their experience was and any issues or concerns they may have
- Daily, contact all customers under your advisor number that have special order parts
- Review and close all open Repair Orders that apply to your advisor number
- Ensure you are achieving your Xtime KPI’s and budget targets
- Maintaining a Customer Service Index (CSI) above national and regional average
- Advises customers with necessary service for routine maintenance
- Helps identify a mechanical problem by using open ended questions and providing job aids to better capture customer concerns. Perform a visual inspection or road test as needed.
- Confers with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs
- Prepares a repair order showing time, cost and labor estimates for service
- Writes a brief description of the customer’s concern on the repair order to help the technician locate the problem
- Explains the work performed and the repair order charges to the customer.
- Handles customer complaints
- Refers to service history, inspects vehicle, and recommends additional needed service
- Advises customers on the care of their vehicles and the value of maintenance in accordance with manufacturers’ specifications
- Provides a complete and accurate estimate for labor and parts. Quotes are to be presented to clients via preferred method of contact through online quoting tool.
- Customer follow up required to ensure quote is properly explained and feature, value, benefit is presented.
- Obtains customer’s signature on repair order or tablet; provides customer with a copy of check-in
- Qualify customer method of payment and offer online payment option.
- 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
- 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.
- Maintains high customer satisfaction standards
- Handles telephone inquiries, immediately responding to any voicemails and email inquiries regarding appointments and work in process.
- Keeps work area and service reception area clean and tidy
- Other tasks as assigned
Expectations
- Maintains a professional appearance and adhere to company dress code policy.
- Other training, as needed
- Always conduct yourself in a professional manner
- Maintain a safe work environment
- Adhere to all company policies and procedures
- Ensure an exceptional customer experience
- Maintain a positive and cheerful disposition even in times of conflict
Job Requirements
Minimum of 1 year of experience in Service Advisor role
Excellent communication and interpersonal skills
Valid driver’s license with a clean driving record
Proficiency in Microsoft Office/Excel and computer applications