POSITION:                          Service Advisor

DEPARTMENT:                Service

EFFECTIVE DATE:        

REPORTS TO:                   Service Manager

HOURS:                                45-60 Hrs/Wk    6:45 am – 6:00 pm

                                                Schedule may vary – some evenings until 7 pm

MTWTh – Rotational Saturday schedule

SUMMARY:                        This position is responsible for ensuring the satisfaction of service customers by accurately identifying and recording service needs, communicating those needs to technicians, and maintaining contact with customers. 

DUTIES:

• Greet customer in a professional and timely manner (clean and neat appearance, eye contact, introduction, handshake, verify problem).
• Accurately obtain customer data including name, phone numbers, etc. (Ask how we can help, allow customer to fully explain, restate customer needs).
• Determine the customer’s prime concern about their vehicle by using key questions and listening skills (verify by pointing to the problem area of vehicle).
• Determine necessary maintenance and provide an accurate description of malfunction in common language.
• Open Repair Order (RO), by hand writing or inputting information and necessary details in computer (does not diagnose problem).
• Clearly identify the repair estimate on the repair order.
• Obtain customer’s signature on repair order; provide customer with the yellow copy.
• Politely, professionally, and quickly answer all customer questions and concerns.
• Follow-up on progress of each repair order during the day (10 am, 2 pm and 4 pm); contact customers for revised estimates, time changes, and/or other recommendations after inspection. Record changes and confirmation on RO.
• Maintain regular customer contact, keeping the customer well informed of the vehicle status.
• Handle incoming telephone inquiries regarding work in progress and appointments.
• Ensure the vehicle is ready when promised.
• Greet customer and provide with a thorough explanation of charges and work preferred.
• Thank customer and deliver vehicle according to procedure.
• Answer any concerns or problems in a manner that diffuses any real or potential hostility.
• Involve management when needed or appropriate.
• Follow up with customers within three days.
• Maintain Service Department objectives as related to sales, hours, RO etc.
• Keep service drive clear of trash obstructions, and vehicles.
• Required to attend regularly scheduled service meetings.
• Complete occasional road test on a completed vehicle if requested by management.

STANDARDS OF PEFORMANCE:

• Begin the write-up within four minutes of arrival.
• Accurately identify customer needs and accurately record them on the RO.
• Must be able to make people feel good about the service experience.
• Provide status of vehicle within one minute of inquiry.
• Provide every customer with a thorough explanation of work performed, coverage, and charges.

Please Contact:

Donna Miller 719.667.2954

or

Adam Cavender 719.667.2916