Service Advisor

RML Auto•Ozark, MO

15d

About The Position

The Service Advisor sells and schedules needed service work in the service department. The role involves assisting customers throughout the service process, from scheduling and documenting vehicle concerns to explaining estimates, tracking repairs, and ensuring customer satisfaction. The Service Advisor also supports service marketing and quality-control efforts.

Responsibilities

Schedule service appointments and obtain customer and vehicle data before arrival when possible.
Greet customers promptly and courteously, obtain vehicle information, and accurately document vehicle problems on repair orders.
Test-drive vehicles with customers as needed to confirm problems, or refer them to a test technician.
Review service history, inspect vehicles, and recommend additional needed service.
Advise customers on vehicle care and the value of maintenance in accordance with manufacturers’ specifications.
Prepare complete and accurate written estimates for labor and parts.
Establish promised completion times, consulting the dispatcher when necessary.
Obtain customer signatures on repair orders and provide customers with copies.
Establish payment methods and obtain credit approval when necessary.
Notify the dispatcher of incoming work.
Monitor repair progress and contact customers about changes to estimates or promised times; explain costs and timing and obtain authorization before additional repairs.
Implement and maintain a service marketing program.
Review repair orders to confirm work is completed and additional work and authorization are documented, and close repair orders as appropriate.
Implement a quality-control process to reduce repeat repairs.
Maintain high customer-satisfaction standards.
Handle telephone inquiries about appointments and work in progress.