Service Advisor

Brasada Ford•San Antonio, TX

About The Position

The Service Advisor sells and schedules needed service work in the service department. The role serves as a primary point of contact for customers, documenting vehicle concerns, recommending needed maintenance, preparing repair estimates, coordinating work with the dispatcher, and keeping customers informed about repair progress, costs, and timing. The position has no supervisory responsibilities. The successful candidate must be able to perform the essential duties satisfactorily. A high school diploma or equivalent, 3–6 months of related customer service experience and/or training, and a valid driver’s license are required. The role requires communication, basic mathematical, and reasoning abilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee regularly stands, walks, sits, uses hands to handle or feel objects, reaches, talks, and hears, and occasionally lifts or moves up to 25 pounds. The work environment includes frequent exposure to moving mechanical parts and occasional exposure to fumes or airborne particles, toxic or caustic chemicals, outside weather conditions, electrical shock risk, and vibration. Noise is usually loud.

Requirements

High school diploma or equivalent.
3–6 months of related customer service experience and/or training.
Valid driver’s license.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence and speak effectively with customers and employees.
Ability to present information and respond to questions from managers, customers, and the general public.
Ability to perform basic arithmetic and calculate rates, ratios, percentages, and common business figures.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret technical instructions in mathematical or diagram form and work with abstract and concrete variables.
Physical ability to regularly stand, walk, sit, use hands to handle or feel objects, reach, talk, and hear, and occasionally lift or move up to 25 pounds.
Required vision abilities include close, distance, color, and peripheral vision, depth perception, and adjustment of focus.

Responsibilities

Schedule service appointments and obtain customer and vehicle information before arrival when possible.
Greet customers promptly and courteously, obtain vehicle information, and accurately document vehicle concerns on repair orders.
Test-drive vehicles with customers as needed to confirm problems, or refer vehicles 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.
Prepare complete, accurate written cost estimates for labor and parts and establish promised completion times.
Check with the dispatcher as necessary, notify the dispatcher of incoming work, and monitor repair progress throughout the day.
Obtain customer signatures on repair orders, provide customers with copies, establish payment methods, and obtain credit approval when necessary.
Contact customers about changes to estimates or promised times, explain costs and timing, and obtain authorization before additional repairs are performed.
Review repair orders to confirm work completion and documentation of additional work and authorization; close repair orders as appropriate.
Explain completed work and charges to customers.
Complete certification testing as required.
Maintain high customer satisfaction standards and handle telephone inquiries about appointments and work in process.
Maintain a professional appearance and keep the work area clean.