Service Advisor

Hendrick Automotive Group

8d•Onsite

About The Position

The Service Advisor is responsible for selling, identifying, and documenting service, maintenance, and repair services for customers, as well as scheduling the work to be performed. The role works with customers and technicians to identify maintenance needs, advises customers on necessary and recommended services, offers additional services and repairs, and estimates parts and labor costs. The Service Advisor enters itemized estimates on service orders and explains them to customers. The position has no direct supervisory responsibilities. Duties are generally performed in the service area and may include road-testing customer vehicles, inspecting vehicles, and moving around the Service Department to communicate information between customers and technicians. The role frequently interacts with customers, the service manager, service technicians, and employees from other dealership departments. The employee may be exposed to loud noise, vibration, exhaust fumes, and other service-repair conditions. The employee is expected to meet dealership standards for repair and order production, maintain CSI at or above company standards, keep an organized, clean, and safe work area, participate in required training, accurately record hours worked, follow safeguards and safety rules, demonstrate company core values, and comply with company policies and procedures. Other duties may be assigned. Regular and predictable attendance is required; scheduled shifts may include evenings, weekends, and holidays.

Requirements

High school diploma.
Three to five years of desired work experience.
Previous experience in the automotive or customer service industries.
Working knowledge of vehicle mechanical operations.
Excellent interpersonal, customer service, and organizational skills.
Valid driver’s license.
Intermediate skills in Microsoft Office products.
Ability and knowledge to use the Dealership Management System and other web-based applications used for operations.
Ability to understand and follow instructions and communicate effectively with customers and company personnel.
Ability to read and comprehend instructions, correspondence, and memos, and to present information effectively in one-on-one and small-group situations.
Ability to add, subtract, multiply, and divide.
Ability to apply common-sense understanding to instructions and deal with standardized situations.
Regular and predictable attendance; scheduled shifts may include evenings, weekends, and holidays.
Ability to talk or hear regularly and to stand, walk, and sit frequently.

Responsibilities

Work with customers and technicians to identify required maintenance.
Advise customers on necessary and recommended services.
Offer additional services and repairs to customers.
Calculate replacement-parts and labor costs to restore vehicles to the condition specified by customers.
Estimate the cost of mechanical, electrical, and other repairs.
Enter itemized estimates on service orders and explain estimates to customers.
Schedule customer appointments.
Meet dealership standards for repair and order production.
Maintain CSI at or above company standards.
Maintain an organized, clean, and safe work area.
Participate in required training.
Accurately record all hours worked in the company timekeeping system.
Follow safeguards rules and regulations.
Demonstrate the company’s core values and comply with company policies and procedures.
Observe applicable Federal, State, Local, and Company safety rules and regulations.
Perform other duties as assigned.