The Service Advisor sells and schedules needed service work in the service department. Promote and attain dealership standards for superior workmanship.
Schedules service appointments; obtains customer and vehicle data prior to arrival when possible
Greets customers promptly in a polite and friendly manner, conducts telephone transactions
Writes up customers' vehicle problems accurately and clearly on the repair order
Test drives the vehicle with customer as needed to confirm the problem
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 and establishes a "promised time"
Obtains customer signature on repair order; provides customer with a copy
Establishes customers' method of payment; obtains credit approval if necessary
Notifies Dispatcher of incoming work
Checks on progress of repair throughout the day; contacts customers regarding any changes in the estimated 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
Explains completed work and all charges to customer
Closes repair order as appropriate
Ensures that vehicles are parked in assigned areas and makes sure all vehicles are locked and keys are marked and securely stored
Implements a quality control process to eliminate comebacks
Handles telephone inquiries regarding appointments and work in progress
Keeps service department forms, menus, and pricing guides up-to-date
Supervises all cleaning and prepping of new and used vehicles
Prior to the start of a repair job, determines the correct part numbers on repair orders and helps the parts department pull and post the appropriate parts
Deals with customer complaints in a sensible manner by showing empathy and a pleasant attitude to demonstrate our commitment to excellent customer service and to increase customer satisfaction and loyalty
Sells supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle
Notifies customers promptly regarding any delays, changes, or additional work that is required
Documents all work performed
Maintains and wears all required safety and health personal protective equipment, including respirator, in the manner recommended by the equipment manufacturer and in accordance with company policies
Complies with all laws and regulations pertaining to working with hazardous materials; Reports any deviations to management immediately
Communicates with Supervisor if additional work is needed
Complies with all laws and regulations pertaining to paint, thinners, and other hazardous materials; Reports any deviations to management immediately
Understands the terminology of the automobile business and keep abreast of technology changes
Follows all attendance and punctuality standards with adherences to timekeeping standards
Follows the Company Code of Business Ethics and Conduct
Understands and follows all work rules and procedures and follows lawful directions from Supervisors
Upholds the company's non-disclosure and confidentiality policies and agreements
Maintains a professional appearance and neat and orderly work area in accordance with company policy
Attends pertinent training on request
Attends company meetings as required
Other duties as assigned
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
The Company is committed to hiring a diverse and qualified workforce. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information.
Able to wear all required safety and health personal protective equipment, including respirator, in the manner recommended by the equipment manufacturer
Able to take direction from multiple employees and prioritize work
Good communication skills, including the ability to listen to customers and determine how to assist them
Ability to work well in a team environment
Knowledge of automotive systems, tools, and repair processes
Outstanding attention to detail with a commitment to quality
Ability to use technical reference materials and technical manuals in written and online formats
Ability to communicate technical terms to non-technical audience
Ability to follow processes to ensure quality and safety
Effective time management skills and ability to prioritize
Work Environment/ Physical Demands
Will primarily work in an automotive shop environment. Workspace is covered but may involve various weather conditions such as heat and cold as well as safety hazards due to the nature of work. May experience loud noise on a regular basis.
Medium/Heavy Work---Will lift over 50 pounds with assistance device required and/or frequent lifting or carrying of objects weighing up to or over 35 pounds with assistance device available as needed.
This position will require the employee to be standing for prolonged periods of time
This position requires the ability to push, pull, climb, stoop, kneel, reach, grasp, and walk on a regular basis
This position involves repetitive motion
This position requires the ability to talk and hear
Must be able to wear all required personal protective equipment
May work in extreme heat or cold
May encounter hazards
Position Type/Expected Hours of Work
Works evenings, weekends, and holidays as required.
Required Education and Experience
High school diploma or the equivalent or equivalent combination of education and experience.
Preferred Education and Experience
Prior experience in service department.
Additional Eligibility Qualifications (Certification/Licenses/Registrations)
Valid Driver's License.
Penske Automotive Group