Brief Description

Title: Service Advisor Department: Service Department

Exempt Status: Exempt/Commission

Company Conformance Statements

In the performance of their respective tasks and duties all employees are expected to conform to the following:

Perform quality work within deadlines with or without direct supervision.

Interact professionally with other employees, customers and suppliers.

Work effectively as a team contributor on all assignments.

Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Position Purpose

The Service Advisor is responsible for scheduling service work in the Service Department and for selling additional needed service to customers.

Responsibilities/Duties/Functions/Tasks

• Maintains Customer Satisfaction Index rating at least comparable to that of the manufacturer, zone or branch average.
• Maintains a dealership-prescribed standard for “hours per customer repair order written”.
• Understands and follows federal, state and local regulations, such as those governing the disposal of hazardous wastes, OSHA right-to-know, etc.
• Ensures that all documents are accounted for.
• Accomplishes the forecast that has been established by the General Manger and Service Manager.
• Schedules appointments using dealership-approved forms.
• Communicates with service customers to determine the nature of the mechanical problem(s).
• Obtains customers and vehicle data.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serves as liaison with factory representatives.
• Greets all customers in a timely, friendly manner and gives fair estimates on costs and time required for repairs and maintenance.
• Handles all customer complaints.
• Breaks down estimates into labor and parts before the job is started so that repair technicians are aware of time allowances.
• Quality-checks completed jobs.
• Keeps abreast of new equipment and tools available and recommend purchases.
• Accounts for all documents; ensure that none are missing.
• Controls the performance of the department using these tools: daily operating control, efficiency and productivity control, comeback reports, warranty reports, telephone surveys, and monthly forecasts.
• Maintains reporting systems required by management and the factory.
• Monitors repair order trends, such as number of repair orders completed, number of items per repair order, dollar sales per repair order, dollar sales per service advisor, etc.
• Ensures that customers’ service files are up-to-date and are readily available for reference.
• Collect accounts receivable for service work.

Qualifications

Ability to read and comprehend instructions and information, both written and oral. High School diploma or the equivalent. Two years of experience in an auto repair facility. One year of supervisory experience. Excellent communication.

Special Position Requirements

Position has no supervisory responsibility or authority. Works closely with Service Department personnel and technicians. High Customer contact.

Preferences

ASE certification preferred. Experience working as a Service Advisor.

Work Requirements

Monday-Friday/Saturday/nights

Occasional overtime may be required.

Benefits

Health insurance with choice of medical plans starting at $84.50/month

Dental and vision insurance

Life, STD, LTD, Hospital Indemnity, Accident, and Critical Illness insurance

401(k) retirement investment plan with company match

Accrued paid time off

Employee Vehicle Purchase Program

Parts and service discounts

Professional work environment, with job training and advancement opportunities