Automotive Service Advisor / Writer

Service Advisor

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.

Responsibilities

• Advise customers about necessary service for routine maintenance.
• Help identify a mechanical problem by questioning the customer or doing a visual inspection or road test.
• Confer with customers about inspection results, recommend corrective procedures and prepare work order for needed repairs.
• Prepare a repair order showing time, cost and labor estimates for service.
• Write a brief description of the customer’s concern on the repair order to help the technician locate the problem.
• Explain the work performed and the repair order charges to the customer.
• Handle customer complaints.
• Schedule service appointments.
• Obtain customer and vehicle data prior to arrival when possible.
• Greet customers in a timely, friendly manner and obtain vehicle information.
• Refer to service history, inspect vehicle, and recommend additional needed service.
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provide a complete and accurate written cost estimate for labor and parts.
• Establish “promised time.” Check with dispatcher, if necessary.
• Obtain customer's signature on repair order; provide customer with a copy.
• Establish customer's method of payment. Obtain credit approval, if necessary.
• Check on progress of repair throughout the day.
• Contact customers regarding any changes in the estimate or promised time, explain cost and time requirements in detail, and get proper authorization before any additional repairs are performed.
• Implement and maintain a service marketing program.
• Review repair orders to ensure that work is completed and additional work and authorization is noted. Close repair order as appropriate.
• Keep service department forms, menus and pricing guides up to date.
• Implement a quality control process to eliminate comebacks.
• Maintain high customer satisfaction standards.
• Handle telephone inquiries regarding appointments and work in process.
• Maintain a professional appearance.
• Keep work area clean.
• Other tasks as assigned.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Previous related experience as a Service Advisor, Assistant Lane Manager or Service Consultant and/or training; or equivalent combination of education and experience required.

Language Skills

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations

• Automotive Service Excellence (ASE) Certifications
• Manufacturer Training
• Valid Driver's License with satisfactory DMV driving record.
• Successful completion of background screening.

Physical Demands

• Required to stand, walk and sit; talk or hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms.
• Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.
• Service advisors may be exposed to extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors, and loud noises when entering the shop.

Work Environment

• Service advisors usually work in well-lit and well-ventilated service receiving areas.
• When entering the shop, it can be noisy and drafty.
• The work environment can be subject to changing temperatures, sometimes exceeding 90 degrees in the shop.