Automotive Service Advisor

Qualifications

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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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Physical Requirements

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Surroundings

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spend time indoors in air-conditioned areas.

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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

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General Expectations

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Devote himself/herself to insuring satisfaction to customers.

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Determine management, production and quality requirements by asking questions and listening.

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Attend company meetings as required.

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Maintain a follow-up system that encourages follow through with assigned projects.

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Establish personal performance goals that are consistent 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 year to determine how to better utilize time and plans more 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 evening, weekend and holiday 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 start of a repair job, ascertain the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.

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Diagnose problems correctly and accurately describe those problems on the repair order.

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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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Be available to aid technicians as appropriate if they have having trouble completing service work.

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Produce accurate estimates for wreck and internal repairs.

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Provide cashier transactions when needed.

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Adhere to procedures for timely and proficient dealing of warranty items such as correct storage and labeling.

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Become familiar and proficient with all phases of the computer system needed for parts and service management, 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.

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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 service specials or 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.