Service Advisor

Summary

The service advisor works with the customers and service technicians to sell and schedule service work in the service department.

Core Responsibilities :

Prepare service order by retrieving owner / vehicle history in advance of arrival.

Welcome customer, check in vehicle and obtain all contact information with a focus on cell phone and email address, record mileage, and if applicable test drive vehicle to evaluate current service needed.

Initiates automotive services and repairs by ascertaining performance problems and services requested.

Note any damage to customers vehicle during check in process.

Recommend additional service as indicated in service history or vehicle inspection, and counsel customers on benefits of maintaining their vehicles in accordance with manufacturer’s specifications.

Verify warranty and service contract coverage by examining records and papers; explaining provisions and exclusions and obtaining authorization and payment for repair.

Prepare detailed repair order, with estimate for parts and labor, and obtain customer’s signature approval.

Coordinate with technician to determine service needed and completion promised time.

Oversee repair progress and notify customer of any changes to promise time.

Receive prior authorization from customer before performing additional repairs.

Ensure customer vehicles are secured and parked in proper location, with keys labeled.

Ensure repair order itemizes all work, including additional authorized work, and closes or adjusts order as appropriate.

Perform active delivery by reviewing work completed and associated charges along with the MPI with customer at delivery pickup.

Pull up car for each customer.

Supervise technician assigned to repair new or used vehicles.

Ensure pricing information and forms are kept current.

Maintain quality standards to eliminate revisits and maximize customer satisfaction.

Maintains customer rapport by explaining estimates and expected return of vehicle.

Arranging towing and temporary transportation if needed.

Monitors the progress of each vehicle and repair order throughout the day and keeps customer updated on status.

Communicate with customers using MyKarma so that conversations are documented.

Verify that the final invoice reconciles with the work performed on the repair order.

Maintains automotive records by recording problems and corrective actions planned.

Field incoming phone call about service and schedule appointments

Daily track RO's written, Hours per RO, Parts Sales, Labor Sales, Total Sales, ASR and Honda CSE rating.

Track tire sales, battery sales, brake sales and alignment sales.

Updates job knowledge by participating in educational opportunities and Honda web training; reading manufacturers' publications and service bulletins and recalls.

Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

In addition, service advisor should :

Possess basic math skills.

Work with computers and software related to service

Be capable of speaking with customers or employees; reading / understanding manuals, operating and maintenance instructions, and safety regulations;

and writing reports and other correspondence.

Be professional and courteous in attitude, wardrobe and grooming.

Keep work area clean and orderly.

Complete other duties as assigned.

Education and / or Experience

Solid work history and a great attitude.

Certificates, Licenses, Registrations, Manufacturer Training

Valid Driver’s License

Reports to : Service Manager

Service Manager