Service Advisor

Prestige Operations • Stamford, CT

20d

About The Position

Automotive service advisors greet customers, listen to descriptions of problems or requested service, determine the type of service needed, and prepare repair orders. When additional repairs are needed beyond the original order, they estimate the added cost and contact the customer for authorization. They also advise customers about other available services.

The role coordinates customer service and repair workflows, including appointment scheduling, vehicle inspections and test drives as needed, estimates, repair authorizations, progress updates, payment arrangements, and communication with dispatchers and technicians. Service advisors explain completed work and charges, handle complaints and telephone inquiries, and maintain customer satisfaction and quality-control standards. They also keep service documents and pricing guides current, ensure vehicles and keys are appropriately secured, maintain a clean work area and professional appearance, and perform other tasks as 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 and correspondence, business correspondence, reports, and procedure manuals, and to communicate effectively with customers, employees, managers, clients, and the public.
• Ability to perform arithmetic with whole numbers, fractions, and decimals; compute rates, ratios, percentages, discounts, interest, commissions, proportions, area, circumference, and volume; interpret bar graphs; and apply basic algebra and geometry.
• Ability to apply common-sense understanding to instructions and solve practical problems involving concrete variables, limited standardization, and technical instructions.
• Automotive Service Excellence (ASE) certifications.
• Manufacturer training.
• Valid driver's license.

Responsibilities

• Advise customers about routine maintenance and other available services, including recommended care in accordance with manufacturer specifications.
• Identify mechanical problems by questioning customers, visually inspecting vehicles, reviewing service history, or conducting a road test or test drive as needed.
• Discuss inspection results with customers, recommend corrective procedures, and prepare repair orders for needed repairs.
• Prepare complete and accurate repair orders and written labor and parts estimates, including time, cost, and labor estimates and a brief description of the customer's concern.
• Explain work performed and repair-order charges to customers, handle complaints, and maintain high customer-satisfaction standards.
• Schedule service appointments, handle telephone inquiries about appointments and work in progress, obtain customer and vehicle data before arrival when possible, and greet customers promptly and courteously.
• Establish promised completion times in coordination with the dispatcher when necessary; notify the dispatcher of incoming work.
• Obtain customer signatures on repair orders and provide customers with copies; establish payment methods and obtain credit approval when necessary.
• Monitor repair progress throughout the day and contact customers about estimate or promised-time changes, explain cost and timing, and obtain authorization before additional repairs.
• Implement and maintain a service marketing program and a quality-control process to reduce comebacks.
• Review repair orders to confirm work completion and document additional work and authorization; close repair orders as appropriate.
• Ensure vehicles are parked in assigned areas, locked, and have keys properly marked and stored.
• Keep service department forms, menus, and pricing guides up to date.
• Inspect vehicles for body work needs, inform customers, and provide estimates for body work.
• Maintain a professional appearance and keep the work area clean.
• Perform other tasks as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree