Express Service Advisor

Lancaster County Motors•Lancaster, PA

8d•Onsite

About The Position

The Express adviser will interact with customers about necessary service for routine maintenance. The Express Advisor will discuss with customers about inspection results, recommend corrective procedures, and prepare work orders for needed repairs. When work is completed on vehicles the Express Advisor will create repair orders showing time, cost, labor and a brief written description of the problem on the repair order then explain the work performed and the charges to the customer. Express Advisors will also handle customer complaints.

Requirements

High school diploma or equivalent required
Broad scope of automotive mechanical/electrical knowledge preferred
Working knowledge of computers and Microsoft software products
Proficient using internet
Ability to manage priorities and workflow
Ability to work independently with minimal supervision.
Excellent communication, customer service, and problem solving skills, including the ability to maintain composure under stress
Ability to understand and follow written and verbal instructions.
Knowledge of the English language, spelling, grammar, punctuation and numbering systems
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees
Knowledge of basic math
Neat, clean, and professional appearance
Pleasant/friendly demeanor and an outgoing personality
Highly professional and dependable
Valid driver’s license and good driving record
Successfully pass a pre-employment drug screen, motor vehicle and background check

Nice To Haves

Broad scope of automotive mechanical/electrical knowledge preferred

Responsibilities

Schedules service appointments.
Obtains customer and vehicle data prior to arrival when possible.
Greets customers in a timely, friendly manner and obtains vehicle information.
Writes up customer’s vehicle needs accurately and clearly on repair order.
Refers to service history, inspect 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”.
Obtains customer’s signature on repair order; provides customer with a copy.
Establishes customer’s method of payment.
Obtains credit approval if necessary.
Notifies dispatcher of incoming work.
Checks on progress of repair.
Contacts customers regarding any changes in the estimate 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.
Closes repair order as appropriate.
Ensures that vehicles are parked in assigned areas.
Makes sure they are locked, and all keys are marked and put away correctly.
Keeps service department forms, menus and pricing guides up-to-date.
Explains completed work and all charges to customers.
Implements a quality control process to eliminate comebacks.
Maintains high customer satisfaction standards.
Handles telephone inquiries regarding appointments and work in process.
Maintains a professional appearance.
Keeps work area clean.
Other duties as assigned.