Service Advisor

TRIPLE J

20d

About The Position

The Service Advisor is responsible for greeting customers, listening to their needs, scheduling service work, and selling additional needed services to customers. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Responsible for handling customers and repairs from vehicle intake to release and closing of repair invoices. Responding to customer inquiries and setting service appointments using current dealership software. Translates customers concerns to a repair order that technicians can understand. Advises customer on status, repair estimates and keeps customer informed through the entire repair process. Understands and translates repair information to the customer. Understands and translates warranty coverage policies to the customer where applicable. Maintains Repair Orders with signatures, estimates, totals, tech notes, etc. in accordance to manufacturer and local law requirements. Provides industry leading customer service to all customers maintaining a “Customers First” experience. Informs and escalates, when needed, to Service Management all customer conflicts with Service Department. Maintains and tracks progress of all opened invoices to ensure accuracy and timely closing of invoices to capture revenue and maintain profitability. Achieve sales targets as set by Service Management and Dealership Policies. Work is regularly performed in a combination of office and shop environments and is regularly exposed to dust, odors, oil, fumes, noise, heat, and outdoor elements. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to handle or feel; and reach with hands and arms. Must be able to lift/carry at least 50 lbs. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

Must hold a valid driver’s license
Able to anticipate and understand customer’s needs and provide viable solutions
Excellent customer service, interpersonal and communication expertise
Strong organizational, decision-making and problem-solving skills
Stays up-to-date on technical & performance information on all vehicles serviced by dealership
High School Diploma or GED - additional on the job training usually necessary
One to two years of sales experience

Nice To Haves

Dealership experience and sales experience is a plus.

Responsibilities

Handling customers and repairs from vehicle intake to release and closing of repair invoices.
Responding to customer inquiries and setting service appointments using current dealership software.
Translates customers concerns to a repair order that technicians can understand.
Advises customer on status, repair estimates and keeps customer informed through the entire repair process.
Understands and translates repair information to the customer.
Understands and translates warranty coverage policies to the customer where applicable.
Maintains Repair Orders with signatures, estimates, totals, tech notes, etc. in accordance to manufacturer and local law requirements.
Provides industry leading customer service to all customers maintaining a “Customers First” experience.
Informs and escalates, when needed, to Service Management all customer conflicts with Service Department.
Maintains and tracks progress of all opened invoices to ensure accuracy and timely closing of invoices to capture revenue and maintain profitability.
Achieve sales targets as set by Service Management and Dealership Policies.