Express Advisor

Job Overview

Summary / Objective

The Express Advisor sells and schedules needed service work in the service department. Promotes and attains dealership standards for superior workmanship.

Essential Functions

• Schedules service appointments; obtains customer and vehicle data prior to arrival when possible
• Greets customers promptly in a polite and friendly manner, conducts telephone transactions
• Writes up customers' vehicle problems accurately and clearly on the repair order
• Test drives the vehicle with customer as needed to confirm the problem
• 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 and establishes a "promised time"
• Obtains customer signature on repair order and provides customer with a copy
• Establishes customers' method of payment and 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 estimated or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed
• Reviews repair orders to ensure that work is completed and additional work and authorization is noted
• Explains completed work and all charges to customer
• Closes repair order as appropriate
• Ensures that vehicles are parked in assigned areas and makes sure all vehicles are locked and keys are marked and securely stored
• Implements a quality control process to eliminate comebacks
• Handles telephone inquiries regarding appointments and work in progress
• Keeps service department forms, menus, and pricing guides up-to-date
• Supervises all cleaning and prepping of new and used vehicles
• Prior to the start of a repair job, determines the correct part numbers on repair orders and helps the parts department pull and post the appropriate parts
• Deals with customer complaints in a sensible manner by showing empathy and a pleasant attitude to demonstrate our commitment to excellent customer service and to increase customer satisfaction and loyalty
• Sells supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle
• Notifies customers promptly regarding any delays, changes, or additional work that is required
• Documents all work performed
• Maintains and wears all required safety and health personal protective equipment, including respirator, in the manner recommended by the equipment manufacturer and in accordance with company policies
• Complies with all laws and regulations pertaining to working with hazardous materials; Reports any deviations to management immediately
• Communicates with supervisor if additional work is needed
• Complies with all laws and regulations pertaining to paint, thinners, and other hazardous materials; reports any deviations to management immediately
• Understands the terminology of the automobile business and keep abreast of technology changes
• Follows all attendance and punctuality standards with adherences to timekeeping standards
• Follows the Company Code of Business Ethics and Conduct
• Understands and follows all work rules and procedures and follows lawful directions from supervisors
• Upholds the company's non-disclosure and confidentiality policies and agreements
• Maintains a professional appearance and neat and orderly work area in accordance with company policy
• Attends pertinent training on request
• Attends company meetings as required
• Other duties as assigned

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement The Company is committed to hiring a diverse and qualified workforce. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information.

Requirements

Competencies

• Able to wear all required safety and health personal protective equipment, including respirator, in the manner recommended by the equipment manufacturer
• Able to take direction from multiple employees and prioritize work
• Good communication skills, including the ability to listen to customers and determine how to assist them
• Ability to work well in a team environment
• Knowledge of automotive systems, tools, and repair processes
• Outstanding attention to detail with a commitment to quality
• Ability to use technical reference materials and technical manuals in written and online formats
• Ability to communicate technical terms to non-technical audience
• Ability to follow processes to ensure quality and safety
• Effective time management skills and ability to prioritize

Work Environment / Physical Demands

Will primarily work in an automotive shop environment. Workspace is covered but may involve various weather conditions such as heat and cold as well as safety hazards due to the nature of work.

May experience loud noise on a regular basis.

Medium / Heavy Work Will lift over 50 pounds with assistance device required and / or frequent lifting or carrying of objects weighing up to or over 35 pounds with assistance device available as needed.

This position will require the employee to be standing for prolonged periods of time

This position requires the ability to push, pull, climb, stoop, kneel, reach, grasp, and walk on a regular basis

This position involves repetitive motion

This position requires the ability to talk and hear

Must be able to wear all required personal protective equipment

May work in extreme heat or cold

May encounter hazards

Position Type / Expected Hours of Work

Works evenings, weekends, and holidays as required.

Required Education and Experience

High school diploma or the equivalent or equivalent combination of education and experience.

Preferred Education and Experience

High school diploma or the equivalent or equivalent combination of education and experience.

Prior experience in service department.

Additional Eligibility Qualifications (Certification / Licenses / Registrations)

Valid Driver's License