Service Advisor

Dale Howard Auto Center•Waverly, IA

About The Position

Are you seeking a fulfilling career where exceptional customer service drives success? Join our dynamic team at the forefront of automotive excellence as a Service Advisor, where your dedication will make a meaningful impact on every customer interaction. Previous experience and knowledge in the automotive industry is preferred. Purpose of the Position Automotive service advisors greet customers, listen to their description of the problems or service needed, determine the type of service required and prepare repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and telephone the customer for permission to do the work. They also advise customers on other available services. Service advisors are responsible for service sales and gross profit, and for proper handling of service customers. By his/her actions, the service advisor influences the volume of service business and plays a key role in ensuring customer satisfaction.

Requirements

H.S.diploma or the equivalent
Ability to read & comprehend instructions & information
Valid Driver’s License

Nice To Haves

Two years of experience in a dealership / service facility position preferred
General knowledge of mechanical operations
ASE certification preferred
Sales experience preferred

Responsibilities

Advises customers about necessary service for routine maintenance for their vehicle and the value of maintaining their vehicles in accordance with manufacturers' specifications
Helps identify a mechanical problem by questioning the customer or doing a visual inspection and/or road test
Confers with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs
Prepares a repair order showing time, cost and labor estimates for service
Writes a brief description of the customer’s concern on the repair order to help the technician locate the problem
Explains the work performed and the repair order charges to the customer, interprets warranty information and policies as needed
Identify ROs that require special handling such as rush, customer waiting, special problems, comebacks, etc.
Handles customer complaints with assistance from Service Manager as needed
Schedules service appointments using dealership approved tools
Obtains customer and vehicle data prior to arrival when possible
Greets customers in a timely, friendly manner and obtains vehicle information.
Test drives the vehicle with customer as needed to confirm the problem or refer to test technician
Refers to service history, inspects vehicle, and recommends additional needed service
Provides a complete and accurate written cost estimate for labor and parts
Establishes “promised time.” Checks with dispatcher, if necessary.
Obtains customer's signature on repair order; provides customer with a copy.
Establish customer's method of payment when necessary. Obtains credit approval, if necessary.
Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
Utilizes dealership approved tools and processes to communicate multi-point inspection including photos and videos when appropriate
Coordinates with the Parts Department to facilitate installation of special order parts and schedule customers for repair in a timely fashion
Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate in a timely, efficient manner.
Review repair order for warranty compliance to ensure all necessary information and documentation is present
Ensures that vehicles are parked in assigned areas. Make sure they are locked and all keys are marked and put away correctly.
Responsible for quality control to ensure work is completed as requested and implements a quality control process to eliminate comebacks. Performs quality control post repair test drive on vehicles as needed.
Maintains high customer satisfaction standards
Keep Service Manager informed of all problems & potential problems involving repairs, customers & equipment
Handles telephone inquiries regarding appointments and work in process
Inspects all incoming vehicles for damage, informs customer of work needed and provides an estimate for body work if requested
Perform active delivery of vehicle to customer upon completion of repair and answers any questions
Maintains a professional appearance
Keeps personal work area clean and organized
Other tasks as assigned
Adherence to Dale Howard Auto Center values for all decisions, actions and interactions
Participation in dealership promotions and/or programs as needed
Participation in and completion of department and role specific training opportunities provided by the dealership
Refer leads and prospects to the vehicle sales department