Job Description

Position Summary

The Service Advisor is responsible for creating great first impressions and guides the customers through the maintenance scheduling process and repair of their vehicles.


The Service Advisor is a great listener and is a master at executing all the service processes with due diligence and customer service and safety in mind. The Service Advisor has a keen eye for "the details" and strives to be a product knowledge expert ensuring the dealership provides each customer with a personalized service experience.


The Service Advisor builds strong relationships with customers in an effort to achieve service targets and utilizes the tools provided to ensure all customers keep coming back to the dealership.


The Service Advisor upholds the dealerships' standards and values so that the customer is fully satisfied through every interaction with the service department. As a team player, Service Advisors foster excellent relationships with personnel in all areas of the dealership.

Position Duties and Responsibilities

Greet customers on the phone or in the Dealership promptly and in a courteous manner. Address customer questions/needs promptly and professionally. Schedule appointments based on service calls. Provide customers with personalized service. Ensure comprehensive re-delivery check of customer vehicle, ensuring cleanliness and that all items identified for service/repair have been carried out appropriately on time. Assist customers in scheduling appointments for routine maintenance and needed repairs. Handle customer complaints and ensures high customer satisfaction standards. Identify service needs of customer vehicle based upon historical service data. Asks appropriate questions to ensure the vehicle to be serviced is diagnosed correctly. Provide repair and maintenance recommendations to the customer. Advise customers of estimated service and repair costs and review details of service/repair invoice with customer to gain their understanding of all services provided. Explain the nature of all repairs. Determine progress of repair/service orders and inform customer accordingly. Handle phone inquiries regarding work-in-progress, appointments and return phone messages promptly. Advise customers on the care of their cars and value of maintaining their vehicle in accordance with manufacturer's specifications and warranty maintenance. Actively maintain the cleanliness of personal and team workspaces. Maintain a high level of grooming, hygiene and professional appearance. Ensure all documentation/paperwork is completed in an accurate and timely manner. Keep service department forms, menus and pricing guides up to date. Ensure vehicles are parked in assigned areas, make sure they are locked and all key are marked and put away correctly. Document customer's routine maintenance or vehicle problems accurately and clearly on repair orders. Stay up-to-date on all dealership training requirements. Understand and sell in-dealership manufacturer service promotions. Be knowledgeable about new features, specials and updates. Be a champion for delivering excellent service at all times. Actively promote and develop new business. Keep up to date with products, accessories, prices, and key features of major competitors.

SUPERVISORY RESPONSIBILITES

This position may be required to train and coach others on the tasks associated with the Service Advisor role.

SUPERVISION RECEIVED

The employee receives clear job expectations, appraisal of job contributions, and coordination of daily work activities and assigned work and inspection of completed work as required.





The employee also receives mentoring, coaching, and training as required.

SCOPE FOR INDEPENDENT ACTION

The employee must refer to the immediate supervisor on:

Any matter that requires approval, review or modification. Process improvement plans or flow of information.

The incumbent can take initiatives on:

All tasks outlined within the scope of this description. Any task relating to liaising and communicating with customers to build positive working relationships with customers for repeat business excluding financial decisions.

MACHINES AND EQUIPMENT

All standard office equipment.

OTHER COMMENTS

In performing the position duties and responsibilities, the Incumbent may be faced with the following demands:

Physical Demands: Work involves a combination of sitting, walking and prolonged periods of time standing at their desk. Interpersonal Skills: Communication skills are of the utmost necessity in establishing and maintaining great working relationships with all levels of employees, external agencies, contractors, and the general public. A high level of cooperation and courtesy is expected when dealing with all contacts.

CERTIFICATIONS/SKILLS REQUIRED

High School Diploma (or Equivalent). College certificate or additional courses would be an asset. Prior customer service experience in the automotive industry and/or an understanding of automotive mechanical fundamentals. Adaptable to work evening and weekend shifts as scheduled. Excellent interpersonal skills with a positive and engaging attitude. Solid knowledge of computer programs and internet-based applications. Excellent customer service skills including listening and the ability to communicate effectively. Excellent verbal communication and writing skills. Problem solving and critical thinking skills. Organized with an attention to detail. Flexible and open to change; initiative to take on special tasks as needed. Conscientious Ability to negotiate win-win scenarios for the customer. Results oriented and accountable. Ability to work independently or within a team. Holds a valid driver's license. Able to operate manual and automatic transmissions.


This position is for Tuesday - Saturday, full time Sunday and Monday off