Service Advisor

Parks Automotive Group•Roanoke, VA

About The Position

The Service Advisor schedules appointments, greets customers at their vehicles, and guides customers through vehicle service and repair. The role uses the e-Advisor tool on every vehicle, performs walkarounds according to SOP guidelines, follows service standard operating procedures, presents soft-sale menu items during write-up, and informs customers about applicable open recalls. The advisor also uses AutoPoint and maintains more than 90% usage in all pertinent categories, completes an active delivery with every customer, and updates all open repair orders daily in Reverse Risk. The Service Advisor works with customers and technicians to identify required maintenance using service-history data; advises customers about necessary and suggested services and current promotions; and offers additional services. The role estimates parts, labor, and repair costs, enters itemized estimates on service orders, and explains estimates to customers. The advisor tracks repair and service order progress and keeps customers informed. Before vehicle delivery, the advisor checks that the vehicle is clean and that all requested services and repairs have been completed appropriately and on schedule. The role also reviews customer satisfaction survey results with the Service Manager, builds positive customer relationships, and meets dealership repair/order production standards.

Requirements

Sales experience.
High school diploma or equivalent.
Professional personal appearance.
Authorization to work in the USA.
Pass pre-employment testing, including background checks, MVR, and drug screen.

Nice To Haves

Experience as a Service Advisor is preferred.

Responsibilities

Schedule customer appointments.
Meet and greet customers at their vehicles.
Use the e-Advisor tool on every vehicle.
Perform vehicle walkarounds according to SOP guidelines and follow service SOPs.
Present soft-sale menu items during write-up and inform customers of applicable open recalls.
Use AutoPoint and ensure pertinent categories are above 90% usage.
Perform an active delivery with every customer.
Update all open repair orders daily in Reverse Risk.
Work with customers and technicians to identify required maintenance using service history data.
Advise customers on necessary and suggested services, inform them of current special promotions, and offer additional services.
Calculate replacement parts and labor costs and estimate mechanical, electrical, and other repair costs.
Enter itemized estimates on service orders and explain them to customers.
Track repair and service order progress and inform customers accordingly.
Check customer vehicles before redelivery for cleanliness and completion of identified services and repairs on schedule.
Review customer satisfaction survey results with the Service Manager.
Establish positive relationships with customers.
Meet dealership standards for repair/order production.