Service Advisor

Job title

Service Advisor

Reports to

Service Manager

Job purpose

The Service Writer/Advisor is the dealership's first-line customer-relations and service sale representative. The job encompasses the proper satisfaction of customer and vehicle related problems, meeting pre-determined service sales objectives, and the thorough and accurate performance of designated administrative activities. Provides administrative and customer relations function of the service department. Advise customers about necessary service for routine maintenance and identify mechanical problems by speaking with the customer

Duties and responsibilities

• Ascertains automotive problems and services by listening to customer’s description of symptoms; clarifying description problems; conducting inspections, checking vehicle maintenance records; examining service schedule.
• Verifies warranty and service contract coverage by examining records and paper; explaining provisions and exclusions.
• Develops estimates by costing materials, supplies, and labor; calculating customer’s payment, including deductibles.
• Prepares repair orders by describing symptoms, problems, and causes discovered, as well as
• repairs and service required; obtaining approval signatures; entering the order into service database system.
• Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer’s approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns.
• Handling customer complaints and maintaining high customer satisfaction standards.
• Checking on the progress of the vehicle during servicing and contacting the customer when technicians discover additional problems; getting customer approval to do additional work and explaining the work performed and the charges being billed.

Qualifications

At least two years’ experience in an automotive dealership position and general knowledge of vehicles. Must possess strong communication skills in verbal, written and electronic to deal with customers, employees, vendors and manufacturers.

• Education
• Specialized knowledge
• Skills
• Abilities
• Other characteristics such as personal characteristics
• Professional Certification
• Experience

Working conditions

If the job requires a person to work in special working conditions this should be stated in the job description. Special working conditions cover a range of circumstances from regular evening and weekend work, shift work, working outdoors, working with challenging clients, and so forth.

Physical requirements

If the job is physically demanding, this should be stated in the job description. A physically demanding job is one where the incumbent is required to stand for extended periods of time, lift heavy objects on a regular basis, do repetitive tasks with few breaks, and so forth.