Automotive Service Advisor

4 weeks ago

San Marcos, California, United States Chuck Nash Auto Full time
Job Description

Service Advisor Job Summary

We are seeking an automotive service advisor who is passionate about delivering exceptional customer service and has a strong understanding of automotive repair. As a service advisor, you will be responsible for greeting customers, assessing their needs, and scheduling appointments for our skilled service technicians. Your product knowledge and communication skills will be essential in providing accurate estimates, evaluating warranty protections, and coordinating necessary repairs.

Key Responsibilities:

  • Advises customers about necessary service for routine maintenance.
  • Helps identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
  • Confers with customers about inspection results, recommends corrective procedures, and prepares work orders for needed repairs.
  • Prepares a repair order showing time, cost, and labor estimates for service.
  • Explains the work performed and the repair order charges to the customer.
  • 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 the customer as needed to confirm the problem or refer to a test technician.
  • Refers to service history, inspects the 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' and checks with the dispatcher, if necessary.
  • Obtains the customer's signature on the repair order and provides a copy.
  • Establishes the customer's method of payment and obtains credit approval, if necessary.
  • Notifies the dispatcher of incoming work.
  • Checks on the progress of the repair throughout the day and contacts the customer regarding any changes in the estimate or promised time.
  • Implements and maintains a service marketing program.
  • Reviews repair orders to ensure that work is completed and additional work and authorization are noted. Closes the repair order as appropriate.
  • 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 the customer if work is needed, and provides an estimate for body work.
  • Maintains a professional appearance.
  • Keeps the work area clean.

Requirements:

  • High school diploma or GED equivalent.
  • Exemplary Microsoft Office program and general computer skills are mandatory.
  • Previous experience working as a service technician or in a service department is a plus.
  • A valid, state-issued driver's license and clean driving record is required.
  • Must have strong organizational, communication, and interpersonal skills.
  • Bilingual is a plus.

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