Service Advisor

Lancaster County Motors•East Petersburg, PA

About The Position

The Service advisor will interact with customers about necessary service for routine maintenance, help identify mechanical problems by questioning the customer or doing a visual inspection or road test. The Service Advisor will discuss with customers about inspection results, recommend corrective procedures, and prepare work orders for needed repairs. When work is completed on vehicles the Service Advisor will create repair orders showing time, cost, labor and write a brief description of the problem on the repair order then explain the work performed and the charges to the customer. Service Advisors will also handle customer complaints.

Requirements

High school diploma or equivalent required
Broad scope of automotive mechanical/electrical knowledge preferred
Working knowledge of computers and Microsoft software products
Proficient using inventory software, order processing systems & internet,
Ability to manage priorities and workflow
Ability to work independently with minimal supervision.
Excellent communication, customer service, and problem solving skills, including the ability to maintain composure under stress
Ability to understand and follow written and verbal instructions.
Knowledge of the English language, spelling, grammar, punctuation and numbering systems
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees
Knowledge of basic math
Neat, clean, and professional appearance
Pleasant/friendly demeanor and an outgoing personality
Highly professional and dependable
Valid driver’s license and good driving record
Successfully pass a pre-employment drug screen, motor vehicle and background check

Nice To Haves

Two years of dealer-level or large facility experience preferred

Responsibilities

Schedules service appointments.
Obtains customer and vehicle data prior to arrival when possible.
Greets customers in a timely, friendly manner and obtains vehicle information.
Writes up customer’s vehicle problems accurately and clearly on repair order.
Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.
Refers to service history, inspect vehicle, and recommends additional needed service.
Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications.
Provides a complete and accurate written cost estimate for labor and parts.
Establishes “promised time”.
Checks with dispatcher if necessary.
Obtains customer’s signature on repair order; provides customer with a copy.
Establishes customer’s method of payment.
Obtains credit approval if necessary.
Notifies dispatcher of incoming work.
Checks on progress of repair throughout the day.
Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
Implements and maintains a service marketing program.
Reviews repair orders to ensure that work is completed, and additional work and authorization is noted.
Closes repair order as appropriate.
Ensures that vehicles are parked in assigned areas.
Makes sure they are locked, and all keys are marked and put away correctly.
Keeps service department forms, menus and pricing guides up-to-date.
Explains completed work and all charges to customers.
Implements a quality control process to eliminate comebacks.
Maintains high customer satisfaction standards.
Handles telephone inquiries regarding appointments and work in process.
Inspects all vehicles for body work, informs customer in work is needed, and provides an estimate for body work.
Supervises all cleaning and prepping of new and used vehicles.
Maintains a professional appearance.
Keeps work area clean.
Other duties as assigned.