SERVICE ADVISORAuffenberg Dealerships
O'Fallon, IL Full-time
Posted on October 25, 2018
Automotive Service Advisor
The Service Advisor/Assistant Service Manager is responsible for scheduling service work and selling additional needed service to customers. Primary objectives include assuming customer satisfaction and retention, and assuming vehicles are fixed the first visit.
Duties and Responsibilities
The Service Advisor/Assistant Service Manager is accountable for performing the duties and responsibilities described below. The list, however, is not necessarily an exhaustive description of the duties and responsibilities associated with the job. The Service Advisor/Assistant Service Manager also performs other duties and responsibilities as needed.
-Schedules service work and follows up with customers regarding upcoming service needs.
-Makes and implements decisions regarding repair options.
-Utilizes all available information to ensure proper resolution of problems.
-Identifies ways to improve customer service and service operations.
-Identifies repair order trends (e.g., number of orders completed, dollar sales per order).
Utilizing Fundamental Skills
-Applies information found in technical publications, periodicals, bulletins, etc.
-Uses computer systems to look up part availability and repair orders.
-Understands and uses new systems or processes implemented by DiamlerChrysler or the dealership.
-Understands and complies with federal, state, and local regulations, such as safety requirements, hazardous waste disposal, OSHS, Right- to-Know, etc.
Producing Quality Results
-Establishes and maintains good working relationships with customers to encourage repeat and referral business.
-Greets customers in a timely and friendly manner.
-Provides accurate and honest advice to customers on the care of their vehicles when selling additional service work.
-Provides accurate cost and time estimates when scheduling appointments and discussing the problem.
-Collects the necessary information (e.g., when, how often, etc.) pertaining to the problem before writing up repair orders.
-Obtains the customer's written approval on all repair orders at the time of the write-up or when closing additional sales.
-Takes the initiative to exceed customer satisfaction, even if it requires overcoming obstacles.
-Provides clear and legible record of service completed for both customer and dealership use.
-Monitors the progress of the repair and contacts customers regarding any changes in the time and cost estimates.
-Inspects all repaired vehicles to ensure quality and safety standards are met.
-Performs road tests to ensure repairs are completed properly.
-Ensures the cleanliness of customers' vehicles and waiting area.
-Follows up with customers to ensure service satisfaction.
Communicating With and Valuing Others
-Presents self as a role model by demonstrating commitment to the Service Department, customers, dealership and company.
-Strives for harmony and teamwork within the Service Department and other departments.
-Communicates verbally and non-verbally clearly, concisely, and with enthusiasm in one-on-one and group interactions.
-Listens actively to understand others completely.
-Participates in weekly department meetings to discuss issues, concerns, and department goals.