SERVICE ADVISOR

Northside Ford - Brasada Ford•San Antonio, TX

3d•$60,000 - $150,000

About The Position

The Service Advisor sells and schedules needed service work in the service department. The role involves coordinating service appointments, documenting vehicle concerns and repair orders, recommending necessary maintenance, communicating estimates and repair updates, and explaining completed work and charges to customers. The advisor is expected to maintain high customer satisfaction standards, a professional appearance, and a clean work area. This position has no supervisory responsibilities.

Requirements

High school diploma or equivalent.
3–6 months of related customer service experience and/or training.
Valid driver’s license.
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals; write routine reports and correspondence; speak effectively with customers and employees; and present information and respond to questions.
Ability to perform arithmetic calculations and compute rates, ratios, percentages, and related figures.
Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions in mathematical or diagram form, and work with abstract and concrete variables.
Ability to perform the essential duties satisfactorily, with reasonable accommodations where applicable.

Responsibilities

Schedule service appointments and obtain customer and vehicle data before arrival when possible.
Greet customers promptly and courteously, and obtain vehicle information.
Accurately and clearly document customer vehicle problems on repair orders.
Test-drive vehicles with customers as needed to confirm problems, or refer them to a test technician.
Review service history, inspect vehicles, and recommend additional needed service.
Advise customers on vehicle care and the value of maintenance according to manufacturers’ specifications.
Provide complete and accurate written estimates for labor and parts.
Establish promised completion times, consulting the dispatcher when necessary.
Obtain customer signatures on repair orders and provide customers with copies.
Establish customers’ payment methods and obtain credit approval when necessary.
Notify the dispatcher of incoming work.
Monitor repair progress and contact customers about changes to estimates or promised times; explain cost and timing requirements and obtain authorization before additional repairs.
Review repair orders to verify work completion and documentation of additional work and authorization, and close repair orders as appropriate.
Explain completed work and all charges to customers.
Complete certification testing as required.
Maintain high customer satisfaction standards.
Handle telephone inquiries about appointments and work in process.
Maintain a professional appearance and keep the work area clean.