Service Advisor

Hendrick•Charleston, SC

12d•Onsite

About The Position

The Service Advisor works with customers and technicians to identify required maintenance, advises customers on necessary and recommended services, and offers additional services and repairs. The role estimates repair costs, prepares and explains itemized service estimates, and schedules customer appointments. The position is generally performed in the dealership service area and involves frequent interaction with customers, service managers, technicians, and employees from other departments. Responsibilities may include inspecting customer vehicles and conducting road tests. The employee is expected to meet dealership repair and order production standards, maintain customer satisfaction at or above company standards, follow safety and company policies, participate in training, and accurately record hours worked. Other duties may be assigned.

Requirements

High school diploma or GED.
Previous experience in automotive or customer service industries; desired work experience is 3–5 years.
Working knowledge of the mechanical operations of vehicles.
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 present information effectively in one-on-one and small-group situations.
Ability to perform basic arithmetic and apply common-sense understanding to instructions and standardized situations.
Regular and predictable attendance.

Responsibilities

Work with customers and technicians to identify required maintenance.
Advise customers on necessary and recommended services and offer additional services and repairs.
Compute parts and labor costs and estimate mechanical, electrical, and other repair costs.
Enter itemized estimates on service orders and explain them to customers.
Schedule customer appointments.
Meet dealership standards for repair and order production.
Maintain customer satisfaction (CSI) at or above company standards.
Maintain an organized, clean, and safe work area.
Participate in required training and accurately record all hours worked in the company timekeeping system.
Follow safeguards, company policies and procedures, and applicable safety rules and regulations.
Demonstrate the company’s Core Values.
Perform other duties as assigned.