Service Advisor

Job Title:    Service Advisor

Department: Service

Reports to: Service Manager

Position Summary:

Automotive Service Advisor, is responsible for communicating with customers about their vehicle repair needs and relaying information to the Service Technicians. Their duties include greeting customers and helping them determine repairs and relevant costs, maintaining up-to-date knowledge about their employer’s range of services and contacting customers to update them about their vehicle’s repair status.

Essential Duties & Responsibilities:

• Maintain Customer Satisfaction Index (CSI) rating as set by Service Manager.
• Maintain the prescribed standard for “hours per customer repair order written”
• Greet customers in a timely, friendly and professional manner. Let customers who are waiting know that they will be helped soon.
• Communicate with customer to determine the nature of their mechanical problem(s).
• Obtain accurate customer and vehicle data.
• Test-drive vehicle as necessary.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with the manufacturers’ specifications.
• Lift the hood of every vehicle and look underneath for potential additional repair needs.
• If additional work is needed, clearly explain the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders must be legible.
• Provide estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later for approval.
• Establish each customer’s method of