Entry Level Service Advisor

LAUREL BMW IS HIRING AN ENTRY LEVEL SERVICE ADVISOR TO JOIN OUR TEAM. Summary Automotive service advisors greet customers, listen to their description of the problems or service needed, determine the type of service required and prepare repair orders. If a vehicle requires additional repairs not covered in the original order, they estimate the additional cost and telephone the customer for permission to do the work. They also advise customers on factory recommended maintenance and other available services.

Essential Duties

• Advises customers about necessary service for routine maintenance.
• Help identify a mechanical problem by questioning the customer or doing a visual inspection or road test. Has the customer complete a diagnostic questionnaire to clarify condition.
• Confer with customers regarding MPI results, recommend corrective procedures and prepare work orders for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Writes a brief description of the customer’s concern on the repair order to help the technician locate the problem.
• Explain the work performed and the repair order charges to the customer.
• Schedule the next maintenance appointment according to manufacturer guidelines.
• Handles customer complaints.
• Schedules service appointments.
• Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Test drives the vehicle with customer as needed to confirm the problem or refer to test technician.
• Performs a walk around the vehicle at time of drop off.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes “promised time.” Checks with dispatcher, if necessary.
• Obtains customer's signature on repair order at time of drop off; provides customer with a copy.
• Establishes customer's method of payment. Obtains credit approval, if necessary.
• Ensure warranty add on’s are signed off on according to the Manufacturer guidelines.
• Notifies dispatcher of incoming work. Independently dispatch when a designated dispatcher is not on staff.
• Ensure all documentation is included with paperwork as required by the manufacturer’s warranty policies manual.
• Maintain open lines of communication with technicians and parts department staff.
• Inform customers about warranty protections, recalls and open campaigns.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Review repair orders including time paid to the technician and time billed to ensure that work is completed, and additional work and authorization is noted. Closes repair order as appropriate.
• Performs an active delivery to customers explaining service completed and results of MPI.
• If the repair is warranty, codes the claim with applicable labor operations with all required information including condition, cause, and repair comments.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.
• Keeps service department forms, menus and pricing guides up-to-date.
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for body work, informs customers if work is needed and provides an estimate for body work.
• Assist customers in transitioning to the sales department if the decision is made to trade the vehicle rather than repair.
• Open and closing rental agreements, ensuring proper documentation and signatures are obtained.
• Follow up with customers after the appointment to ensure they were completely satisfied with their visit.
• Enter time off requests in ADP. Time off is not granted until your manager approves it.
• Maintains a professional appearance.
• Keeps work area clean.
• Other tasks as assigned.

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 and/or 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.
• Bachelor's degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Two to four years related experience and/or training; or equivalent combination of education and experience.

Language Skills

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively to customers or employees.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports and/or business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the public.
• Communication skills are vital. As a liaison between the customer and technician, a service advisor needs to be able to clearly explain the customer’s complaint to the technicians and the technician’s repair recommendations to the customer. Service advisors must be able to effectively comprehend the technicians’ description of the problem and required repair to communicate the information to a customer in a way that is easily understood.

Mathematical Skills

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations

• Manufacturer Training
• Valid Driver's License
• DMS & ComlyNet Training

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Sitting on a regular basis
• Standing on a regular basis.
• Walking on a regular basis.
• Bending, twisting and/or stooping on a regular basis.
• Kneeling and/or squatting infrequently
• Lifting 25 lbs. infrequently.
• Reaching and/or lifting overhead infrequently.
• Climbing stairs.
• Repetitive hand/finger movement on a regular basis.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Move throughout the company facility for most of the shift
• Spend time outdoors in the weather and elements
• Spend time indoors in air conditioned and non-air-conditioned areas