Quick Lane Automotive Service Advisor

Phil Long Ford of Chapel Hills•Colorado Springs, CO

3d•$40,000 - $106,000

About The Position

Phil Long Ford of Chapel Hills is seeking an experienced Quick Lane Automotive Service Advisor. The advisor greets customers, listens to their descriptions of vehicle problems or requested services, determines the service needed, and prepares repair orders. When additional repairs are needed, the advisor estimates their cost and contacts the customer for authorization. The role also includes advising customers about other services and vehicle maintenance. The advisor coordinates service appointments and repair work, communicates estimates and schedule changes, follows repair progress, and explains completed work and charges to customers. The position requires maintaining customer satisfaction, handling complaints and inquiries, and supporting an orderly and professional service area.

Requirements

One to two years of related experience and/or training, or an equivalent combination of education and experience.
Valid driver's license.
Ability to apply common-sense understanding to written, oral, or diagram-based instructions and address problems in standardized situations.
Ability to solve practical problems and handle concrete variables in situations with limited standardization.
Ability to interpret varied instructions, including technical instructions presented in mathematical or diagram form.
Ability to define problems, collect data, establish facts, and draw valid conclusions.

Responsibilities

Advise customers about routine maintenance and other recommended services.
Identify mechanical problems by questioning customers, visually inspecting vehicles, or conducting road tests.
Discuss inspection results with customers, recommend corrective procedures, and prepare work orders for needed repairs.
Prepare repair orders with labor, time, and cost estimates, including a brief description of the customer's concern.
Explain work performed and repair order charges to customers; handle customer complaints.
Schedule service appointments and handle telephone inquiries about appointments and work in process.
Obtain customer and vehicle data before arrival when possible, and greet customers promptly while collecting vehicle information.
Test-drive vehicles with customers as needed to confirm problems or refer them to a test technician.
Review service history, inspect vehicles, and recommend additional needed service.
Advise customers on vehicle care and maintenance according to manufacturers' specifications.
Provide complete and accurate written estimates for labor and parts; establish promised completion times and check with the dispatcher when necessary.
Obtain customer signatures on repair orders and provide customers with copies.
Establish payment methods and obtain credit approval when necessary.
Notify the dispatcher of incoming work and monitor repair progress throughout the day.
Contact customers about estimate or promised-time changes, explain requirements, and obtain authorization before additional repairs.
Implement and maintain a service marketing program.
Review and close repair orders as appropriate, ensuring completed work, additional work, and authorization are documented.
Ensure vehicles are parked in assigned areas, locked, and that keys are marked and stored correctly.
Maintain high customer satisfaction standards and a professional appearance.
Keep the work area clean.
Perform other tasks as assigned.