Svc Advisor

RML Auto•Springdale, AR

3d•Onsite

About The Position

The Service Advisor sells and schedules needed service work in the service department. This role involves interacting with customers, understanding their vehicle issues, and communicating service needs and costs effectively.

Requirements

Ability to schedule service appointments.
Ability to greet customers in a friendly manner.
Ability to accurately and clearly write up vehicle problems on repair orders.
Ability to test drive vehicles with customers.
Ability to recommend additional needed service based on history and inspection.
Ability to advise customers on vehicle care and maintenance.
Ability to provide accurate written cost estimates.
Ability to establish and communicate promised times.
Ability to obtain customer signatures and provide copies of repair orders.
Ability to establish payment methods and obtain credit approval.
Ability to notify dispatchers of incoming work.
Ability to monitor repair progress and communicate changes to customers.
Ability to implement and maintain a service marketing program.
Ability to review and close repair orders.
Ability to implement quality control processes.
Ability to maintain high customer satisfaction standards.
Ability to handle telephone inquiries.

Responsibilities

Schedules service appointments and 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 problems accurately and clearly on repair order.
Test drives the vehicle with customer as needed to confirm the problem or refers to test 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" and checks with dispatcher if necessary.
Obtains customer's signature on repair order and provides customer with a copy.
Establishes customer's method of payment and obtains credit approval if necessary.
Notifies dispatcher of incoming work.
Checks on progress of repair throughout the day and contacts customers regarding any changes in the estimate or promised time, explaining cost and time requirements in detail, and getting proper authorization before any additional repairs are performed.
Implements and maintains a service marketing program.
Reviews repair orders to ensure that work is completed and additional work and authorization is noted, and closes repair order as appropriate.
Implements a quality control process to eliminate comebacks.
Maintains high customer satisfaction standards.
Handles telephone inquiries regarding appointments and work in process.