Service Advisor

Ricardo Caballero Auto• Bayamon, PR, US, PR

6d•Onsite

About The Position

The Service Advisor is the first point of contact for customers on the service line and is responsible for helping ensure customers have a pleasant dealership experience while waiting for their vehicles. The role involves identifying customer service needs, explaining workshop services and applicable vehicle warranties, estimating repair and maintenance costs, and completing repair orders. The Service Advisor coordinates with technicians, keeps customers informed about repair progress, obtains authorization for changes to estimated work, and advises customers on vehicle maintenance and relevant campaigns. The position also includes scheduling future maintenance, following up with service prospects, and promoting accessories.

Requirements

Knowledge and skills in automotive mechanics.
Knowledge of information systems.
Experience in customer service.
Current driver’s license.
Good verbal and written communication skills.
Mathematical ability, including addition and subtraction.
Ability to understand and follow instructions.

Nice To Haves

Experience in the automotive industry.
Bilingual in English and Spanish.

Responsibilities

Promote, manage, and schedule appointments for customers’ next maintenance visits.
Keep customer information updated in the data system and create records for new walk-in customers without appointments.
Identify and confirm customers’ service needs.
Guide customers regarding workshop services and applicable vehicle warranties.
Estimate prices for workshop mechanical and maintenance services according to Ricardo Caballero Automotive Group parameters.
Complete and process repair orders.
Check vehicles in and out with customers and explain company policy regarding objects left in vehicles and their removal.
Notify customers of changes to previously estimated repair prices and obtain authorization before proceeding; document added work lines and obtain the customer’s signature before technicians perform the work.
Validate the status of vehicles under repair with the Technician or Lead Technician.
Keep customers informed about the operating status of their vehicles and record comments in the system.
Check for applicable campaigns on vehicles under repair, advise customers, and attach the campaign verification report to the repair order.
Advise customers on proper vehicle use and maintenance needs and timing based on manufacturer specifications.
Make follow-up calls to service prospects.
Promote accessory sales by specifying the item, installation cost, and installation and delivery time.
Verify that all parts of the repair order are complete.