Service Advisor

PURPOSE:

The Service Advisor is responsible for service sales and gross profit, and for proper handling of service customers. By his/her actions, the Service Advisor influences the volume of service business and plays a key role in insuring customer satisfaction. Follow through with the technicians and the customer so the customer is satisfied with the work we did

CORE DUTIES:

• Aggressively and cheerfully perform or ensure performance of any and all activities necessary to improve and maintain the highest possible Dealership Customer Satisfaction level. 
• Meet or exceed the sales quotas set by management with particular attention to Retail Sales. 
• Greet customers, obtain customer and vehicle data. Determine nature of desired service and/or complaint. Consult vehicle file.  
• Promote the sales of labor, parts, and accessories without losing sight of the fact that you are an advisor to the customer. 

OTHER DUTIES:

• Satisfy customer’s immediate service needs, use low key, high integrity methods to sell additional needed services. 
• Provide estimate for labor and parts sales. If cost of service cannot be established during reception, leave open and contact customer for approval. 
• Write clear and precise repair instructions on the repair order for the technician. 
• Coordinate with the manufacturer and/or extended warranty companies to get approval In advance of repairs and take precautions necessary to guarantee our payment. 
• Be knowledgeable of the products we sell and the various warranties on them. 
• Never lose sight of your ultimate goal: To get the car fixed right the first time. 
• Complete factory certification program and maintain the certification at all times.
• Establish method of payment when writing up the repair order with the customer, also time promised. Obtain customer’s signature on RO. 
• Telephone customer when job is finished and discuss with him/her what was done. Close out repair orders. 
• Cooperate with all other dealership personnel necessary to guarantee quality service.
• In the event of a customer comeback, trace the history of the vehicle to ensure that the technician who worked on the car previously gets it back. The history is vital in not only determining whether the comeback is chargeable or not but also in attempting to repair the vehicle correctly. 
• On all major jobs and comebacks, customers should be called back to be sure they are satisfied and all is well with their vehicle. 
• Track all customers for the day including carryovers on a route so you can follow through with dispatch and technicians to get the customers vehicle completed
• Must be willing to work on Saturday when requested by management-especially end of month 
• Perform other duties as assigned by management
• Must be willing to serve on the safety committee when elected

PHYSICAL QUALIFICATIONS:

• Ability to assist in snow removal on sales lot and vehicle
• Ability to lift 20 lbs 
• Must have a tolerance to normal shop noise(i.e. tools, equipt, cars etc)

QUALIFICATIONS:

• Education and/or Experience. One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
• Excellent communication skills ;Ability to respond effectively to the most sensitive inquiries or complaints. 
• Experience with CDK    
• Must be willing to work on Saturday if it falls on the last day of the month.
• Must have valid in-state driver’s license and have and maintain an acceptable, safe driving record and safe driving habits in order to drive both customer vehicles and a demonstrator vehicle. (No adjustment to compensation if she/he does not qualify to drive a company vehicle.) 
• Must be a team player with impeccable honesty and integrity.  
• Must wear company supplied uniform
• Must be willing to serve on the safety committee when elected
• Must be willing and able to work flexible hours.