Service Advisor

Chevrolet of Puente Hills; California; On-site; USD 52,000 - 72,000; Full time

Job summary

Chevrolet of Puente Hills is seeking a Service Advisor to greet customers, listen to their concerns, and determine the service required. You will prepare repair orders with time, cost and labor estimates, and communicate results and costs to customers.

The role emphasizes strong customer service and clear explanations of work performed. Experience in a dealership environment and ability to obtain vehicle data and schedule appointments are preferred.

Qualifications

• Ability to listen to customers and prepare repair orders.
• Explain work performed and repair order charges to customers.
• Maintain high customer satisfaction standards.

Responsibilities

• Advises customers about necessary service for routine maintenance.
• Prepare repair orders showing time, cost and labor estimates.
• Explain the work performed and the repair order charges to the customer.
• Schedules service appointments and obtains vehicle data.
• Greet customers and obtain vehicle information.

Education

Associate’s degree (A.A.) or equivalent

Bachelor’s degree (B.A.) or equivalent

Two to four years related experience

Job description

SUMMARY

Service Advisor greet customers enthusiastically and with a handshake. Actively listen to customers' description of the problems or service needed while maintaining eye contact to 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 contact the customer for permission to do the work. They also advise customers on other available services.

ESSENTIAL DUTIES

• Essential Duties include the following. Other duties may be assigned.
• 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.
• Uses the MPI form and confers with customers about inspection results, recommends corrective procedures, and prepares work order for needed repairs.
• Prepares a repair order showing time, cost and labor estimates for service.
• Writes a brief clear concise description of the customer's concern on the repair order to help the technician locate the problem.
• Explains the work performed and the repair order charges to the customer.
• Handles customer complaints or involves Management when needed.
• Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
• Greets customers in a timely, friendly manner and obtains vehicle information.
• Runs a service comm on every repair order, checking for recalls, warranty contracts and if valid not cancelled and lastly warranty eligibility and in service dates.
• Test drives the vehicle with customer as needed to confirm the problem or refer to technician.
• 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.
• Establishes “promised time.” Checks with team lead, 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.
• 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 and makes all notations or approvals on repair order using proper boxes.
• Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Ensures repair order is in proper order and has all attachments and print out needed. Closes repair order as appropriate.
• Maintains high customer satisfaction standards (Minimum 80.0% and 7 returned surveys).
• 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 if requested.
• 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.
• Immediately reports to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers.
• Complies with all company policies as required. i.e. Meal and rest period policy, timekeeping, etc. Please refer to the Employee Handbook for further detail.
• Completes all required HR training modules in KPA.
• Completes all required certification courses respective to position.
• Maintains a valid driver’s license and immediately informs management of any changes in its status.
• Keeps work area clean and tidy.
• Maintains a professional appearance. i.e. a high level of personal grooming, hygiene, and uniform appearance. See Employee Handbook for more detail.
• Other tasks as assigned and/or required by business need.

QUALIFICATIONS

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

• 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, 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 SKILLS

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
• 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.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

• Automotive Service Excellence (ASE) Certifications
• Service Advisor ASE
• Manufacturer Training
• Valid Driver's License and Insurable driving record

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE

This is not an exhaustive list of responsibilities, skills, duties, efforts or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, rush jobs, or technology developments).