Doherty Automotive Group

Job Title:   Service Advisor

Department: Service

Reports to: Service Manager

Position Summary: The service advisor is responsible for scheduling service work in the service department and for selling additional services to customers. 

Essential Duties & Responsibilities:

• Maintain Customer Satisfaction Index (CSI) rating as set by service manager.
• Maintain the prescribed standard for “hours per customer repair order written”
• Greet customers in a timely, friendly and professional manner. Let customers who are waiting know that they will be helped soon.
• Communicate with customer to determine the nature of their mechanical problem(s).
• Obtain accurate customer and vehicle data.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with the manufacturers’ specifications.
• Lift the hood of every vehicle and look underneath for potential additional repair needs.
• If additional work is needed, clearly explain the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders must be legible.
• Provide estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later for approval.
• Establish each customer’s method of payment. Obtain approval of credit, if necessary.
• Obtain customer’s signature on repair order; provide customer with a copy.
• Follow up progress of each repair order during the day. Contact customer by telephone regarding any changes in the estimate of time promised.  Record changes on repair order in the approved manner.
• Handle telephone inquiries regarding work in process and appointments.
• Compare final invoice with original repair order.
• Deliver vehicle to customer and answer any questions.
• Maintain follow up program on additional items found in need of repair.
• Attend meetings as scheduled.
• Establish and maintain good working relationships with customers to encourage repeat and referral business.
• Ensure that work areas and customer waiting areas are kept clean.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

Associate's degree (A.  A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Work Environment:

While performing the duties of this job, the employee is frequently exposed to wet and/or humid conditions, moving mechanical parts and outside weather conditions.  The employee is occasionally exposed to fumes or airborne particles, risk of electrical shock, and vibration.  The noise level in the work environment is usually moderate.

THE ABOVE DECLARATIONS ARE NOT INTENDED TO BE AN “ALL-INCLUSIVE” LIST OF THE DUTIES AND RESPONSIBILITIES OF THE JOB DESCRIBED OR OF THE SKILLS AND ABILITIES REQUIRED TO PERFORM THE JOB. RATHER, THEY ARE INTENDED ONLY TO DESCRIBE THE GENERAL REQUIREMENTS OF THE JOB