Service Advisor

Prestige Operations•Stamford, CT

19d

About The Position

The Service Advisor greets customers, listens to descriptions of vehicle problems or requested service, determines the type of service needed, and prepares repair orders. The advisor advises customers about routine maintenance and other available services, helps identify mechanical problems through questions, visual inspection, or road tests, and explains inspection results and recommended corrective procedures. The role provides written estimates for labor and parts, establishes promised completion times, obtains customer approval for repairs, and communicates changes to estimates or schedules. The Service Advisor coordinates incoming work with the dispatcher, monitors repair progress, reviews and closes repair orders, and helps maintain quality control and customer satisfaction. The position also schedules appointments, handles customer complaints and telephone inquiries, advises customers on vehicle care, inspects vehicles for body work and provides estimates when needed, and maintains service forms, pricing guides, assigned parking areas, and a clean work area. A professional appearance is required. Other tasks may be assigned.

Requirements

Associate's degree or equivalent from a two-year college or technical school; or six months to one year of related experience and/or training; or an equivalent combination of education and experience.
Bachelor's degree from a four-year college or university; or one to two years of related experience and/or training; or an equivalent combination of education and experience.
Two to four years of related experience and/or training, or an equivalent combination of education and experience.
Ability to read and interpret safety rules, operating and maintenance instructions, procedure manuals, business periodicals, professional journals, technical procedures, and governmental regulations.
Ability to write routine reports, correspondence, business correspondence, and procedure manuals.
Ability to speak effectively and present information to customers, employees, managers, clients, and the general public, and respond to questions.
Ability to perform arithmetic using whole numbers, fractions, and decimals; compute rates, ratios, percentages, and graphs; calculate discounts, interest, commissions, proportions, area, circumference, and volume; and apply basic algebra and geometry.
Ability to apply common-sense understanding and solve practical problems in standardized and less standardized situations, including interpreting written, oral, diagrammatic, technical, and schedule-based instructions.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Automotive Service Excellence (ASE) certifications.
Manufacturer training.
Valid driver's license.

Responsibilities

Advise customers about routine maintenance and other available services.
Identify mechanical problems by questioning customers or conducting visual inspections or road tests; refer to a test technician when appropriate.
Discuss inspection results with customers, recommend corrective procedures, and prepare work orders for needed repairs.
Prepare complete and accurate written estimates for labor, parts, service time, and cost.
Document the customer's concern on the repair order and explain work performed and charges.
Schedule service appointments and handle telephone inquiries about appointments and work in progress.
Obtain customer and vehicle information before arrival when possible, greet customers promptly, and collect vehicle information.
Refer to service history, inspect vehicles, and recommend additional needed service.
Advise customers on vehicle care and maintenance in accordance with manufacturers' specifications.
Establish promised completion times and check with the dispatcher when necessary.
Obtain customer signatures on repair orders, provide 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 changes to estimates or promised times, explain cost and timing requirements, and obtain authorization before additional repairs.
Implement and maintain a service marketing program.
Review repair orders to confirm completed work and document additional work and authorization; close repair orders as appropriate.
Ensure vehicles are parked in assigned areas, locked, and that keys are properly marked and stored.
Keep service department forms, menus, and pricing guides up to date.
Implement a quality-control process to eliminate comebacks and maintain high customer satisfaction standards.
Inspect vehicles for body work, inform customers when work is needed, and provide estimates.
Maintain a professional appearance and keep the work area clean.
Handle customer complaints and perform other tasks as assigned.