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Service Advisor
2 months ago
The Service Advisor is a key member of our team at Penske Automotive Group, responsible for providing exceptional customer service and ensuring the smooth operation of our service department. As a Service Advisor, you will be the primary point of contact for customers, providing them with accurate and timely information about their vehicle's maintenance and repair needs.
Key Responsibilities- Schedule Service Appointments: Coordinate with customers to schedule service appointments, ensuring that their vehicle is serviced in a timely and efficient manner.
- Provide Excellent Customer Service: Greet customers promptly and provide them with accurate and helpful information about their vehicle's maintenance and repair needs.
- Write Up Vehicle Problems: Accurately and clearly document vehicle problems on the repair order, ensuring that all necessary information is included.
- Test Drive Vehicles: Test drive vehicles with customers as needed to confirm the problem and provide a thorough understanding of the issue.
- Recommend Additional Service: Inspect vehicles and recommend additional service as needed, ensuring that customers are aware of any potential issues with their vehicle.
- Provide Cost Estimates: Provide customers with accurate and detailed cost estimates for labor and parts, ensuring that they are aware of all costs associated with the repair.
- Obtain Customer Signature: Obtain customer signature on the repair order, ensuring that they are aware of and agree to the work being performed.
- Notify Dispatcher: Notify the dispatcher of incoming work, ensuring that the service department is aware of all incoming vehicles and their associated work.
- Check on Progress: Check on the progress of repairs throughout the day, ensuring that all work is completed in a timely and efficient manner.
- Communicate with Customers: Communicate with customers regarding any changes in the estimated or promised time, explaining cost and time requirements in detail and obtaining proper authorization before any additional repairs are performed.
- Review Repair Orders: Review repair orders to ensure that all work is completed and additional work and authorization is noted.
- Close Repair Orders: Close repair orders as appropriate, ensuring that all necessary information is included and that the customer is satisfied with the work performed.
- Ensure Vehicle Safety: Ensure that vehicles are parked in assigned areas and that all vehicles are locked and keys are marked and securely stored.
- Implement Quality Control: Implement a quality control process to eliminate comebacks, ensuring that all work is performed to the highest standards.
- Handle Customer Inquiries: Handle customer inquiries regarding appointments and work in progress, providing accurate and timely information to ensure customer satisfaction.
- Keep Service Department Forms Up-to-Date: Keep service department forms, menus, and pricing guides up-to-date, ensuring that all necessary information is included.
- Supervise Cleaning and Prepping: Supervise the cleaning and prepping of new and used vehicles, ensuring that all vehicles are presented in a clean and well-maintained condition.
- Determine Correct Part Numbers: Determine the correct part numbers on repair orders and help the parts department pull and post the appropriate parts.
- Deal with Customer Complaints: Deal with customer complaints in a sensible manner, showing empathy and a pleasant attitude to demonstrate our commitment to excellent customer service and to increase customer satisfaction and loyalty.
- Sell Supplementary Services: Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
- Notify Customers of Delays: Notify customers promptly regarding any delays, changes, or additional work that is required.
- Document Work Performed: Document all work performed, ensuring that all necessary information is included.
- Maintain Safety and Health Equipment: Maintain and wear all required safety and health personal protective equipment, including respirator, in the manner recommended by the equipment manufacturer and in accordance with company policies.
- Comply with Laws and Regulations: Comply with all laws and regulations pertaining to working with hazardous materials, reporting any deviations to management immediately.
- Communicate with Supervisor: Communicate with supervisor if additional work is needed, ensuring that all necessary information is included.
- Follow Company Policies: Follow all company policies and procedures, including the Company Code of Business Ethics and Conduct.
- Uphold Confidentiality: Uphold the company's non-disclosure and confidentiality policies and agreements.
- Maintain Professional Appearance: Maintain a professional appearance and neat and orderly work area in accordance with company policy.
- Attend Training and Meetings: Attend pertinent training on request and attend company meetings as required.
- Perform Other Duties: Perform other duties as assigned by management.
- High School Diploma or Equivalent: High school diploma or the equivalent or equivalent combination of education and experience.
- Prior Experience in Service Department: Prior experience in a service department is preferred.
- Valid Driver's License: A valid driver's license is required.
