Service Advisor

Albuquerque•Albuquerque, NM

32d•Onsite

About The Position

The Service Advisor will interview customers, run vehicle health reports, communicate symptoms with customer’s vehicle(s), enter data into the business system with accuracy, and coordinate incoming repairs with the service supervisor, schedule service technicians on orders, invoice customer tickets, and keep customers informed about status repairs. HLAs HIGH LEVERAGE ACTIVITIES (focus actions that will return the highest impact): Greet customers, build professional relationships, develop good rapport, and provide customer service to all customers. Determines vehicle condition by conducting inspections and running a vehicle health report (diagnostic test) and identifies worn and damaged parts. Write, edit, and update Service Repair Orders, make maintenance service recommendations, act as the coordinator between the service department and parts. Coordinate Service Technicians to perform service orders as needed.

Requirements

Computer savvy, ability to navigate multiple databases and websites.
Strong written / verbal communication skills required.
Self-motivated, ability to work independently, and work well under pressure.
One to three years of experience in customer service role.
High school diploma or equivalent.
Ability to prioritize in potentially stressful situations in a fast-paced environment.
Ability to multitask; high volume phone calls, ability to assist customers waiting.
Ability to follow step-by-step instructions.

Nice To Haves

Working mechanical knowledge of manufacturer diesel trucks preferred.
Commercial Valid Driver License a plus.

Responsibilities

Interview customers and run vehicle health reports.
Communicate vehicle symptoms and repair status with customers.
Enter data into the business system with accuracy.
Coordinate incoming repairs with the service supervisor.
Schedule service technicians on orders.
Invoice customer tickets.
Greet customers, build professional relationships, and provide customer service.
Determine vehicle condition by conducting inspections and running diagnostic tests.
Identify worn and damaged parts.
Write, edit, and update Service Repair Orders.
Make maintenance service recommendations.
Act as the coordinator between the service department and parts.
Coordinate Service Technicians to perform service orders.
Climb into trucks to retrieve vehicle’s health report when needed.
Interpret reports and communicate information to Service Technicians.
Check for recalls and/or warranty items.
Communicate with the service team and supervisor about incoming jobs.
Determine a Standard Repair Time (SRT) by researching on the dealer’s portal.
Coordinate and schedule techs on service orders, and quotes with customers.
Occasionally open and close the building and parking lot.
Write a detailed description of the customer’s concern on the repair order.
Communicate the work performed and repair order charges to the customer.
Coordinate upcoming service appointments.
Refer to service history, inspect vehicle, and recommend additional needed service.
Negotiate the cost of repairs with third party warranty vendors.
Provide a complete and accurate written cost estimate for labor and parts.
Check on progress of repair throughout the day and communicate to customer.
Contact customers regarding any changes in the estimate or promised time.
Explain cost and time requirements in detail, and get proper authorization before any additional repairs are performed.
Review repair orders to ensure work is completed and additional work and authorization is noted.
Close repair orders as appropriate.
Handle telephone inquiries regarding appointments and work in process.
Maintain a safe and secure environment by following safety and security standards and procedures, complying with codes.
Invoice customers pay tickets and coordinate warranty repairs.
Navigate and manage multiple databases simultaneously.
Accept and process customer payments as needed.
Perform other duties as assigned by manager.