Svc Advisor

RML Auto•Bentonville, AR

6d•Onsite

About The Position

The Service Advisor sells and schedules needed service work in the service department. This role involves interacting with customers, accurately documenting vehicle issues, recommending services, providing cost estimates, and ensuring customer satisfaction.

Requirements

Ability to sell and schedule service work.
Ability to obtain customer and vehicle data.
Ability to greet customers in a timely, friendly manner.
Ability to write up customer's vehicle problems accurately and clearly on repair order.
Ability to test drive vehicles with customers.
Ability to refer to service history and inspect vehicles.
Ability to recommend additional needed service.
Ability to advise customers on car care and maintenance.
Ability to provide accurate written cost estimates for labor and parts.
Ability to establish "promised time".
Ability to obtain customer signatures on repair orders.
Ability to establish customer's method of payment.
Ability to obtain credit approval.
Ability to notify dispatcher of incoming work.
Ability to monitor repair progress and communicate changes to customers.
Ability to obtain proper authorization for additional repairs.
Ability to implement and maintain a service marketing program.
Ability to review repair orders for completion and noted authorization.
Ability to close repair orders.
Ability to implement a quality control process.
Ability to maintain high customer satisfaction standards.
Ability to handle telephone inquiries.

Responsibilities

Schedules service appointments and obtains customer and vehicle data prior to arrival.
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 refers to test technician.
Refers to service history, inspects 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" and checks with dispatcher if necessary.
Obtains customer's signature on repair order and provides customer with a copy.
Establishes customer's method of payment and obtains credit approval if necessary.
Notifies dispatcher of incoming work.
Checks on progress of repair throughout the day and contacts 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.
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.
Implements a quality control process to eliminate comebacks.
Maintains high customer satisfaction standards.
Handles telephone inquiries regarding appointments and work in process.