Service Advisor

QUALIFICATIONS OTHER

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Ability to read and comprehend instructions and information.

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Professional personal appearance.

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Excellent communication skills.

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Ability to meet company's production and quality standards.

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The ability to speak Spanish.

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ADP/CDK proficient.

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PHYSICAL REQUIREMENTS SURROUNDINGS

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spend time indoors in air-conditioned areas.

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spend time outdoors in a shop setting.

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SITTING

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on a regular basis

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STANDING

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on a regular basis

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WALKING

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on a regular basis

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BENDING, TWISTING AND/OR STOOPING

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on a regular basis

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KNEELING AND/OR SQUATTING

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on a regular basis

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LIFTING

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over 50 lbs

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infrequently

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REACHING AND/OR LIFTING OVERHEAD

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on a regular basis

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CLIMBING

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stairs

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REPETITIVE HAND/FINGER MOVEMENT

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on a regular basis

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GRASPING/GRABBING WITH HANDS

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on a regular basis

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PUSHING AND PULLING

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on a regular basis

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EXPECTATIONS GENERAL EXPECTATIONS

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Devote himself/herself to insuring satisfaction to customers.

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Determine daily and monthly requirements by asking questions and listening.

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Attend company meetings as required.

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Maintain a follow-up proficiency with written and carried over repair orders.

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Maintain personal performance goals that are set with company standards of productivity and devise a strategy to meet those goals.

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Review and analyze actions at the end of each day, week, month and to determine how to best utilize time and plans most effectively.

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Understand the terminology of the business and keep abreast of technology changes in products and services.

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Know and understand the federal, state and local requirements which govern the company’s business.

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Follow lawful directions from supervisors.

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Understand and follow work rules and procedures.

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Participate in performance management.

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Interact well with others and be a positive influence on employee morale.

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Uphold the company’s non-disclosure and confidentiality policies and agreements.

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Work weekend work hours as required.

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JOB-SPECIFIC EXPECTATIONS

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Determine costs and completion date. Communicate expected repair time to customer.

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Analyze progress to maximize efficiency and maintain high quality of repairs.

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Delegate jobs to technicians as appropriate considering skill level. Effectively utilize current resources.

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Prior to the closing of a repair order, ascertain the correct part numbers on repair orders, appropriate parts pricing and labor.

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Correctly and accurately describe customer concerns on the repair order (CCR).

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Together with the service department manager work to establish and maintain an effective and proficient service department with excellent customer satisfaction.

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Produce accurate estimates for internal repairs.

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Adhere to procedures for timely and proficient dealing of warranty items such as correct complaint. cause and remedy (CCR) .

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Become familiar and proficient with all phases of the computer system needed for service writing, developing and maintaining the skills required.

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Start and finalize repair orders for warranty, customer paid, and internal repair.

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Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude to show our commitment to excellent customer service and to increase customer satisfaction and loyalty.

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Be polite and friendly and greet customers promptly at there vehicle on the service drive.

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Conduct telephone transactions courteously, and quickly.

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Provide excellent customer service for all customers whether external and internal.

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Sell supplementary services by notifying the customer of any additional work that is needed on their vehicle.

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Notify customers promptly regarding any delays, changes, or additional work that is required.

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When repeat repairs are presented, give special attention as needed to make sure the issue is corrected.

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Do not make commitments to customers that cannot be met, or are not likely to be met. Communicate with customers to keep expectation levels appropriate.