Job Title: Service Advisor

 

Department: Service

 

Reports To: Service Manager

 

Status: Full Time

 

Position Summary:

 

The Service Advisor has one of the most demanding positions in the dealership. The Service Advisor talks to more customers on average than any other employee, and has a tremendous amount of influence on the overall experience a customer has when visiting our store. This can be a determining factor on whether or not a customer chooses to do any repeat business with our dealership.

 

The service advisors are held accountable to customer satisfaction, training requirements, collection of information, the write up process, CP hours per RO, CP EFLR, and the swift collection of monies owed to the department.

 

 

·         Set the example for conduct and work ethic.

·         Arrive to work with ample time to prepare for customers.

·         Clock in and out every day. Lunch included

·         Every other Saturday is a required work day.

·         Acknowledge all customers immediately, even when you’re busy.

·         Must do a proper walk around/write up on every service customer’s vehicle.

·         Note any body damage and make customer aware before admitting it into the shop.

·         Present recommended repairs and maintenance within 15 min. of initial write-up.

·         Present repairs in order of primary concern, safety, and required maintenance.

·         Thoroughly explain all charges prior to repair.

·         Customer signature is required for authorization on repairs.

·         Update customers in the waiting room every 20 minutes or so.

·         Load the shop properly. Match the job with the technician’s skill level.

·         Pre-load the shop every night with customer pay, warranty, and 22 point inspections.

·         Adhere to the 20ft. rule

·         Train according to company standards and word tracts

·         Learn all training scripts. Be word perfect.

·         Adhere to the three day rule with used car check-ins

·         Be prepared for morning appointments. Prearrange transportation needs if necessary

·         Be sure parts are ordered or in stock for incoming appointments when possible.

·         Do a proper delivery when customer is picking up vehicle.

·         Be sure all repairs have been made. Car is clean. Radio, seat positions, a/c, etcetera.

·         Customer can not pick up vehicle without paying for repairs.

·         All sublet must be on repair order. If not, you are liable for the expense.

·         Adhere to all company rules, training requirements, and dress codes.

 

·         Three C’s clearly written on all repair orders.

·         70/30 sheet attached to all required repairs. Engine, transmission, etcetera

·         Function 14 (vehicle history) must be attached to repair order.

·         Global warranty authorization form must be attached to repair order.

·         Customer signature required on all repair orders.

·         Close all repair orders upon completion of work.

·         Submit warranty claims prior to closing warranty repair order

·         Review warranty schedule every morning.(Adhere to 5 day rule)

·         Review open repair order schedule every morning.(Adhere to 5 day rule)

·         Review RAP report daily. Know where you are in relation to your goals.

·         Complete purchase orders for any sublet parts, labor, or services.

·         All sublet must be on the repair order. If not, you are liable for the expense.

·         All technician time punches must be on the repair order.

 

·         The collections of all monies owed prior to releasing vehicle to customer.

·         Proper walk around/write up on every service customer car.

·         CP (HR/RO) Hours per repair order must be at 2.0 or better

·         CP (EFLR) Effective labor rate must be at 80% of posted labor rate.($90 @ 80%= $72.00)

·         Timely submission and collection of warranty from manufacturer or aftermarket.

·         Email address collection as a % of Repair Orders should be at least 50%

·         CSI/FFV scores must meet or exceed manufacturer requirements.

·         Training requirements set by the manufacturer must be attained.

 

 

 

Two years of experience in a dealership position and general knowledge of vehicle mechanical operations is recommended for service advisors.  Professional certification from the National Institute for Automotive Service Excellence (ASE) is preferred.

 

Service advisors must possess strong communication skills to deal with customers, employees and vendors.

 

People working within the automotive retail industry often have to work extended hours, evenings and weekends to achieve their goals.

 

 

 

Most employers regard the successful completion of a National Automotive Technicians Education Foundation (NATEF) certified technical training program in automotive technology at a high school or at a community college as the best preparation for any service position.

 

Focusing on the following coursework may be useful to those seeking a career in automotive service: mathematics, computers/electronics, automotive service and technology, business and courses that teach analytical skills.