Service Advisor- Raleigh, NC

Transource-Inc; Raleigh (NC); On-site; USD 35,000 - 55,000; Full time

Job summary

Transource-Inc is seeking an Automotive Service Advisor in Raleigh, NC. The role greets customers, listens to problems, initiates repair orders, and explains estimates and repairs. Office duties include data collection, scheduling, and maintaining service records.

A strong focus on customer satisfaction and accurate cost communication is required. You will coordinate with technicians, reference service history, and ensure timely completion of repairs while maintaining a professional appearance

Qualifications

• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.
• Ability to write routine reports and correspondence and to speak effectively before groups of customers or employees.
• Experience with evaluating repairs and preparing work orders for service.

Responsibilities

• Answer phone calls and advise customers about necessary service for routine maintenance.
• Confer with customers about inspection results and prepare work orders for needed repairs.
• Prepare repair orders showing time, cost and labor estimates.
• Explain work performed and charges to customers and handle complaints.
• Schedule service appointments and collect vehicle data prior to arrival.
• Maintain professional appearance and ensure work area is clean.

Skills

Customer service

Communication

Phone etiquette

Written reports

Education

Associate's degree or equivalent

Bachelor's degree or equivalent

Two to four years related experience

Job description

Description

HOURS

M-F, 1:00 pm to 10:00 pm (2nd shift)

FUNCTION

Automotive Service Advisors greet customers, listen to their description of the problems or service needed, determine the type of service required, and initiate repair orders. If a vehicle requires additional repairs not covered in the original order, the advisors estimate the additional cost and contacts the customer for permission to do the work. They also advise customers on other available services

ESSENTIAL DUTIES

(Other duties may be assigned. Must be able to fulfill essential job functions in a consistent state of alertness and safe manner.)

• Answer phone calls throughout the workday. Advises customers about necessary service for routine maintenance when instructed.
• Confers with customers about inspection results, recommend corrective procedures, and prepare work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Writes a brief description of the customer's concern on the repair order to help the technician locate the problem. Follow status of work to ensure timely completion.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints.
• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, professional & friendly manner and obtains vehicle information.
• Refers to service history, inspects vehicle, and recommends additional needed service.
• Advies 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.
• Establishes “promised time.” Checks with dispatcher, if necessary.
• Obtains customer's signature on repair order; provides customer with a copy.
• Establishes customer's 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 estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Implements and maintains a service marketing program.
• Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate.
• Ensures that vehicles are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly.
• Keeps service department forms, menus and pricing guides up-to-date.
• Implements a quality control process to eliminate comebacks.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for body work, informs customer if work is needed, and provides an estimate for body work.
• Responsible to keep skills up to date with industry trends and emerging technologies.
• Maintains a professional appearance.
• Keeps work area clean.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

QUALIFICATIONS

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

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Two to four years related experience and/or training; or equivalent combination of education and experience.

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.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL