CUSTOMER SERVICE REP- SERVICE ADVISOR

RML Auto•Fort Payne, AL

10d•Onsite

About The Position

The Service Advisor sells and schedules needed service work in the service department. This role involves interacting with customers to understand their vehicle's needs, accurately documenting issues, recommending services, providing cost estimates, and ensuring customer satisfaction throughout the repair process.

Requirements

Ability to sell and schedule service work.
Ability to obtain customer and vehicle data.
Ability to greet customers in a friendly manner.
Ability to accurately and clearly write up vehicle problems on repair orders.
Ability to test drive vehicles.
Ability to refer to service history and inspect vehicles.
Ability to recommend additional needed service.
Ability to advise customers on car care and maintenance.
Ability to provide accurate written cost estimates.
Ability to establish 'promised time'.
Ability to obtain customer signatures.
Ability to establish customer's method of payment.
Ability to obtain credit approval.
Ability to notify dispatchers of incoming work.
Ability to monitor repair progress.
Ability to contact customers regarding changes in estimates or promised times.
Ability to explain cost and time requirements in detail.
Ability to obtain proper authorization for additional repairs.
Ability to implement and maintain a service marketing program.
Ability to review repair orders.
Ability to implement a quality control process.
Ability to maintain high customer satisfaction standards.
Ability to handle telephone inquiries.

Responsibilities

Schedules service appointments and obtains customer and vehicle data prior to arrival.
Greets customers in a timely and friendly manner and obtains vehicle information.
Writes up customer's vehicle problems accurately and clearly on repair orders.
Test drives vehicles with customers as needed to confirm problems or refers to a test technician.
Refers to service history, inspects vehicles, and recommends additional needed service.
Advises customers on car care and the importance of maintenance according to manufacturer specifications.
Provides complete and accurate written cost estimates for labor and parts.
Establishes 'promised time' for service completion, checking with the dispatcher if necessary.
Obtains customer signatures on repair orders and provides customers with copies.
Establishes customer's method of payment and obtains credit approval if necessary.
Notifies the dispatcher of incoming work.
Monitors repair progress and contacts customers regarding any changes in estimates or promised times, explaining cost and time requirements, and obtaining authorization for additional repairs.
Implements and maintains a service marketing program.
Reviews repair orders to ensure work completion and notes additional work and authorization.
Closes repair orders as appropriate.
Implements a quality control process to minimize comebacks.
Maintains high customer satisfaction standards.
Handles telephone inquiries regarding appointments and work in progress.