Associate's degree or equivalent experience required.
6 months to 1 year related experience preferred.
Ability to read and interpret technical documents.
Strong verbal communication skills for customer interactions.
Basic math skills for estimating costs and processing payments.
ASE Certifications and Manufacturer Training preferred.
Valid Driver's License required.
Responsibilities
Greet and assist customers with their service needs.
Diagnose vehicle issues through customer interaction and inspections.
Prepare detailed repair orders for service required.
Explain repair orders and charges to customers clearly.
Manage customer relationships by handling inquiries and complaints.
Schedule service appointments to optimize workflow.
Maintain service operation standards and cleanliness.
Benefits
Medical, Dental, and Vision Insurance.
Paid Time Off (PTO).
401(k) retirement plan.
Flexible Spending Account (FSA) / Health Savings Account (HSA).
Basic Life Insurance and Long Term Disability coverage.
Legal Insurance and Employee Assistance Programs.
Access to Onsite Fitness Facilities and Employee Clinics.
Full Job Description
As a Service Advisor, you will greet customers, listen to their description of the problems or service needed, determine the type of service required and prepare repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and telephone the customer for permission to do the work. They also advise customers on other available services.
Essential Duties
Advises customers about necessary service for routine maintenance.
Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
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.
Schedules service appointments.
Obtains customer and vehicle data prior to arrival when possible.
Greets customers in a timely, friendly manner and obtains vehicle information.
Test drives the vehicle with customer as needed to confirm the problem or refer 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.
Maintains high customer satisfaction standards.
Handles telephone inquiries regarding appointments and work in process.
Maintains a professional appearance.
Keeps work area clean.
Other tasks as assigned
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. Work experience in CDK is a plus!
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.
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.
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 and Manufacturer Training a plus
Valid Driver's License
Benefits (Eligibility dependent upon employment status) • Medical • Dental • Vision • PTO • 401k • FSA/ HSA • Basic Life Insurance • Long Term Disability • Legal Insurance • Employee Assistance Program • Onsite Fit Factories • Employee Clinics
We will contact you if the application is approved for a qualifying interview.
