service advisor

SUMMARY

• AUTOMOTIVE SERVICE ADVISORS greet customers enthusiastically and with a handshake. Actively listen to their description of the problems or service needed while maintaining eye contact to determine the type of service required and prepare repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and contact the customer for permission to do the work. They also advise customers on other available services.
• ESSENTIAL DUTIES
• Essential Duties include the following. Other duties may be assigned.
• Advises customers about necessary service for routine maintenance.
• Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Uses the MPI form and confers with customers about inspection results, recommend corrective procedures, and prepare work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Writes a brief clear concise description of the customer's concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints or involves Mgt when needed.
• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Runs a service comm on every repair order, checking for recalls, warranty contracts and if valid not cancelled and lastly warranty eligibility and in service dates.
• Test drives the vehicle with customer as needed to confirm the problem or refer to technician.
• 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.
• Establishes "promised time." Checks with team lead, if necessary.
• Obtains customer's signature on repair order; provides customer with a copy.
• Establishes customer's method of