MOBILE SERVICE ADVISOR
About The Position
The Mobile Service Advisor works in the Service department and sells and schedules needed mobile service work. The role coordinates customer vehicle pickup and delivery, schedules appointments, gathers customer and vehicle information, documents vehicle concerns, recommends needed maintenance, and provides written estimates. The advisor communicates with customers and the dispatcher throughout the repair process, obtains approvals for additional work, reviews and closes repair orders, and explains completed work and charges. The position also requires completing Ford certification testing as required, maintaining high customer satisfaction, a professional appearance, and a clean work area. The role has no supervisory responsibilities.
Requirements
- High school diploma or equivalent.
- 3–6 months of related experience and/or training.
- Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals; write routine reports and correspondence; speak effectively to customers or employees; present information and respond to questions from managers, customers, and the general public.
- Ability to perform arithmetic with whole numbers, fractions, and decimals; compute rates, ratios, and percentages; and calculate figures such as discounts, interest, commissions, proportions, area, circumference, and volume.
- Ability to define problems, collect data, establish facts, and draw valid conclusions; interpret technical instructions in mathematical or diagram form; and work with abstract and concrete variables.
- Manufacturer Training.
- Valid Driver’s License.
Responsibilities
- Coordinate pickup and delivery for Mobile Service customers.
- Schedule service appointments and obtain customer and vehicle data before arrival when possible.
- Contact customers in a timely and friendly manner and obtain vehicle information.
- Accurately and clearly record customer vehicle problems on repair orders.
- Review service history, inspect vehicles, and recommend additional needed service.
- Advise customers on vehicle care and maintenance in accordance with manufacturers’ specifications.
- Provide complete and accurate written cost estimates for labor and parts.
- Establish promised service times and check with the dispatcher when necessary.
- Obtain customer signatures on repair orders and provide customers with copies.
- Establish customer payment methods and obtain credit approval when necessary.
- Notify the dispatcher of incoming work.
- Monitor repair progress and contact customers about estimate or promised-time changes; explain cost and time requirements and obtain authorization before additional repairs.
- Review repair orders to ensure work is completed and additional work and authorization are documented; close repair orders as appropriate.
- Explain completed work and all charges to customers.
- Complete Ford certification testing as required.
- Maintain high customer satisfaction standards.
- Handle telephone inquiries about appointments and work in process.
- Maintain a professional appearance and keep the work area clean.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
