SERVICE ADVISOR

Bob Johnson Auto Group•City of Watertown, NY

102d•Onsite

About The Position

The Bob Johnson Automotive Group is seeking a personable Service Advisor to serve as the liaison between customers and service technicians. This role involves greeting customers, understanding their needs, scheduling appointments, providing cost estimates, and documenting repair work. The Service Advisor ensures customer satisfaction by accurately conveying vehicle issues to technicians and communicating repair timelines and outcomes to customers.

Requirements

Personable demeanor
Ability to act as a liaison between customers and service technicians
Ability to greet customers
Ability to listen to customer requests
Ability to schedule appointments
Ability to estimate costs
Ability to write effective repair orders
Ability to document technicians’ notes and the work they performed
Ability to work with customers to determine vehicle issues and problems
Ability to determine repair timelines
Ability to work with technicians to convey customer concerns with accurate repair descriptions
Ability to maintain a clean and safe service drive area
Ability to make key tags for vehicles
Ability to explain the work performed and the repair order charges to the customer
Ability to handle customer complaints
Ability to refer to service history
Ability to inspect vehicles
Ability to advise customers on car care and maintenance
Ability to check on progress of repair
Ability to contact customers regarding estimate or time changes
Ability to review repair orders
Ability to close repair orders
Ability to maintain high customer satisfaction standards
Ability to handle telephone inquiries
Ability to maintain a professional appearance

Responsibilities

Greet customers entering the service area with a friendly, upbeat attitude.
Answer customer questions and direct them appropriately.
Control service traffic flow and parking.
Advise customers about necessary service for routine maintenance.
Maintain a clean and safe service drive area.
Confer with customers about inspection results and recommend corrective procedures.
Prepare work orders for needed repairs.
Make key tags for vehicles.
Prepare a repair order showing time, cost, and labor estimates for service.
Write a brief description of the customer's concern on the repair order to help the technician locate the problem.
Explain the work performed and the repair order charges to the customer.
Handle customer complaints.
Schedule service appointments.
Refer to service history, inspect vehicles, and recommend additional needed service.
Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
Provide a complete and accurate written cost estimate for labor and parts.
Check on the progress of repairs throughout the day.
Contact customers regarding any changes in the estimate or promised time, explaining cost and time requirements in detail, and getting proper authorization before any additional repairs are performed.
Review repair orders to ensure that work is completed and additional work and authorization is noted.
Close repair orders as appropriate.
Maintain high customer satisfaction standards.
Handle telephone inquiries regarding appointments, work in process, and any other customer inquiries.
Maintain a professional appearance.
Clock in on time according to schedule.