Service Advisor

4 weeks ago

Charleston, United States Stokes Automotive Group Full time

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 other available services.

Essential Duties

  • Greets customers in a timely, friendly manner and obtains vehicle information.
  • 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, recommend corrective procedures.
  • Prepares a repair order showing time, cost and labor estimates for service.
  • Refers to service history, inspects vehicle, and recommends additional needed service.
  • Establishes "promised time." Checks with service technicians to ensure timely repair.
  • 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.
  • Reviews repair orders to ensure that work is completed, and additional work and authorization is noted.
  • Responsible for printing and presenting VIR to customer.
  • Explains the work performed and the repair order charges to the customer.
  • Closes repair order timely and appropriately.
  • Handles customer complaints.
  • Maintains high customer satisfaction standards and requests positive survey from customer
  • Other tasks as assigned
Requirements
  • Service Advisor experience preferred
  • Computer literate and ability to understand vehicle computer systems
  • Must be team-oriented, flexible and focused on maintaining a high level of customer service
  • Available to work Saturdays
Education/Experience
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
  • Ability to speak effectively before groups of customers or employees of organization.
  • Valid Driver's License and clean driving record
  • High School diploma or GED OR 2+ years of experience
Physical Requirements
  • Must be able to stand 8 hours a day
  • Must be able to tolerate working in hot and cold weather
  • Must be able to lift, kneel, bend, and twist

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